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 | 1 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 | 1 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 | 0 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...

4 Must-Have Customer Engagement Strategies
by Prasad Dhamdhere | March 15, 2017 | Customer Engagement | 0 comments

While discussing customer engagement strategies, CRM Expert Paul Greenberg defined customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer”. This is by far the most correct and “all-revealing” definition. The first part of this definition accurately pins down the importance of nurturing the customer relationship from the point that customers discover your Read more...