Thomson Reuters is the world’s leading source of intelligent information for businesses and in today’s fast-moving environment, it is more important than ever to stay in front of the industry trends. Our partnership with Salesforce has helped us on the incredible journey to create an exceptional...
Read More
When I purchased an ecommerce business a few years ago, 90 percent of the orders were placed offline. A percentage of these were due to custom sizes not featured on the website. Still, I knew there were better ways to deliver great customer service without flooding your phone lines and email.
Here...
Read More
By 2020, there will be 75 billion connected devices. That’s billion with a “B” in 5 short years. That means the average person living in a connected country will have around 60 connected products. After all, do you have a smartphone and/or a tablet? Or an activity tracker like a Fitbit? That’s...
Read More
20 years ago I was in a management class where they taught me the classical linear customer-buying model called AIDA — Attention, Interest, Desire and Action. It suggested that customers went through a linear process and to take advantage of that we had to first grab their Attention, and then...
Read More
Your customers are expecting more from the service that your business provides — they want to be able to help themselves — and each other—with a next-generation, low effort self-service experience. More than ever before your customers are searching online to answer their question or inquiry before...
Read More
Every CMO is concerned with how to deliver a premium customer experience with every interaction. They admire marquee brands like Amazon, Uber and Starbucks who are winning because of their attention to the individual. They recognize that the competition for engagement across the customer lifecycle...
Read More
Customers today expect companies to interact on their own turf, in whichever digital channel they inhabit. This omni-channel behavior, fueled by an explosion in new technologies, first grabbed marketers’ attention and sparked huge growth in marketing across email, mobile, social, and web.
Now, the...
Read More
Social media for service is a growing trend, but is accompanied by two myths. First, lots of customers want to use social media as a primary service channel. Secondly, unless you are very careful, there is a high potential for social media disasters, such as the much-discussed United Breaks Guitars...
Read More
In the business world, the word “innovating” is no longer just about products and services — it’s about finding new ways to make customers successful, too.
The most forward-thinking business executives are catching on to this, seeing that their business will prosper as they find new and innovative...
Read More
