Unforgettable Customer Service Stories with Zappos
by Prasad Dhamdhere | December 12, 2017 | Customer Engagement, Customer Loyalty, Questions and Answers | 0 comments

Online footwear retailer, Zappos is venturing into new marketing territory with its True Stories campaign videos focused on delightful interactions between its customer service department and real customers. Zappos is known for its diligent customer service and they have found a way to capitalize on it even further and deepen customer loyalty through unforgettable customer service. The new ad campaign Read more...

2018 Retail Predictions: How You Should Be Prepared
by Prasad Dhamdhere | November 29, 2017 | Customer Engagement, eCommerce | 0 comments

Digitalization, ultra-connectivity, and ever-shifting customer expectations are causing seismic shifts in the retail landscape. Staying on top of these changes are key to making the most of the coming year. Here are our 4 major 2018 retail predictions and ways you can amp up your marketing strategy. A) Purpose-Driven Partnerships: Strategic brand alliances will be the core currency in 2018. It will Read more...

Live Chat vs Chatbots: An Overview
by Eliza Fisher | May 30, 2017 | Customer Engagement, eCommerce | 1 comments

Edsger. W. Dijkstra, a pioneer in many research areas of computer science, has said: “The question of whether a computer can think is no more interesting than the question of whether a submarine can swim.” The truism of his statement is unfolding in front of us now amidst the exasperating modernization that is happening in the world of computer science. Read more...

Behind the Failures of Teen Retailers
by Prasad Dhamdhere | | Customer Engagement | 0 comments

Rue21 Inc.’s recent filing for Chapter 11 bankruptcy is yet another example of the failures of teen retailers to stay afloat in a changing commerce landscape.This cascading story that started back in 2010, if not earlier. American Eagle announced in 2013 that its third-quarter profits were down a whopping 68% from 2012. In the same year, Abercrombie & Fitch also Read more...

The Recipe for a Perfect Frictionless E-commerce Experience
by Prasad Dhamdhere | April 5, 2017 | Customer Engagement | 0 comments

Nowadays, the concept of frictionless e-commerce is experiencing increasing chaos. Apart from businesses’ wishes to give a one-of-its-kind experience to customers, it also has to do with where consumers are in the e-commerce technology adoption curve. If some of the postulates of Everett Rogers’ technology adoption lifecycle have to be used, customers have moved past the “early adopters” stage. Now they Read more...

The Changing Contours of Customer Service: Nordstrom Cuts 106 Jobs
by Prasad Dhamdhere | April 3, 2017 | Customer Engagement, Ratings and Reviews, User Generated Content | 1 comments

Until a few years ago, a phone was the strongest link that connected customers with the customer service executive of the company. Even though that link is still very much prevalent today, its significance is on the decline. A survey by Desk.com, which took a look at service preferences across three demographics—Millennials (aged 18-35), Generation Xers (36-55), and Baby Boomers (56-65), confirmed Read more...