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Monthly archives: December, 2019

4 Keys to a Winning Amazon Marketing Strategy

Research indicates that 66 percent of online shoppers start their product searches on Amazon , and Amazon shoppers behave differently than buyers on other online platforms and at brick-and-mortar stores. Amazon has set up its listings so that it is simple to “window shop” and compare competitive products. A brand must make sure to position its products in a way that shows how it is different from competitors in the marketplace.


4 Keys to a Winning Amazon Marketing Strategy

Research indicates that 66 percent of online shoppers start their product searches on Amazon , and Amazon shoppers behave differently than buyers on other online platforms and at brick-and-mortar stores.


5 Transformational Customer Support Trends to Watch in 2020

“Digital transformation” is not a new term or concept.


5 Transformational Customer Support Trends to Watch in 2020

“Digital transformation” is not a new term or concept. While it has taken on multiple definitions, one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transformation investments and prioritization has led many organizations to reshape their use of technology and begin leveraging more advanced and nimble systems in order to gain a strategic and operational advantage over their competition.


Is Privacy Possible in 2020?

The California Consumer Protection Act goes into effect in 2020, and other state and federal laws are on the horizon — but is it possible that these state laws will really provide us privacy? How many readers take the time to read the privacy policy, or click agreement, when they download a new version of an app on their smartphone or tablet? Probably none


Is Privacy Possible in 2020?

The California Consumer Protection Act goes into effect in 2020, and other state and federal laws are on the horizon — but is it possible that these state laws will really provide us privacy? How many readers take the time to read the privacy policy, or click agreement, when they download a new version of an app on their smartphone or tablet


How to Create a Content Marketing Strategy That Actually Works

Today’s consumers live in a digital world, which means they can retrieve all the information they desire at the touch of a button, putting them in control. Added to this, they have become immune to traditional outbound marketing methods — such as billboards and television advertisements — and they expect brands and businesses to tailor their messages based on customers’ individual needs and preferences. Despite the new lay of the land, e-commerce businesses can create content marketing strategies that cut through the noise.


How to Create a Content Marketing Strategy That Actually Works

Today’s consumers live in a digital world, which means they can retrieve all the information they desire at the touch of a button, putting them in control. Added to this, they have become immune to traditional outbound marketing methods — such as billboards and television advertisements — and they expect brands and businesses to tailor their messages based on customers’ individual needs and preferences


Tech Firms Join Forces to Create Smart Home Connectivity Standard

Amazon, Apple, Google and the Zigbee Alliance are teaming up on a new IP-based standard for smart home device connectivity. Connected Home over IP will be an open source project. A working group will define a specific set of networking technologies to enable communication across smart home devices, mobile apps and cloud services.


Tech Firms Join Forces to Create Smart Home Connectivity Standard

Amazon, Apple, Google and the Zigbee Alliance are teaming up on a new IP-based standard for smart home device connectivity. Connected Home over IP will be an open source project.


Just Wait Till Next Year

For the last 15 years I’ve written year end articles on where we’ve been and where we’re going in CRM and more broadly in tech.


Just Wait Till Next Year

For the last 15 years I’ve written year end articles on where we’ve been and where we’re going in CRM and more broadly in tech. This year, as I went through the pieces I wrote, it struck me that the major topics that were important in 2019 would be equally important in 2020


Amazon Gives FedEx the Boot for Christmas

Amazon third-party sellers will not be able to ship Prime customers’ orders using FedEx Ground and FedEx Home, as of Wednesday. “We have seen a drop in the delivery performance of FedEx Ground and FedEx Home ship methods for Seller Fulfilled Prime shipments,” Amazon told sellers


Amazon Gives FedEx the Boot for Christmas

Amazon third-party sellers will not be able to ship Prime customers’ orders using FedEx Ground and FedEx Home, as of Wednesday. “We have seen a drop in the delivery performance of FedEx Ground and FedEx Home ship methods for Seller Fulfilled Prime shipments,” Amazon told sellers


Paving the Way for the Next Generation of CX Services

In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen their brands.


Paving the Way for the Next Generation of CX Services

In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen their brands


3 Steps to a Winning Google Shopping Strategy

The world of paid digital advertising is changing fast. Over the last year alone, marketers have had to adapt to big changes on Facebook’s platform


3 Steps to a Winning Google Shopping Strategy

The world of paid digital advertising is changing fast. Over the last year alone, marketers have had to adapt to big changes on Facebook’s platform. They now have to reckon with the continued growth of Amazon, which is taking an ever-larger bite out of online advertising budgets


6 Customer Service Trends to Watch in 2020

The era of messaging and automation is upon us! The fundamentals of delivering a good customer service experience in 2020 will be much the same as in 2019: Customers will expect convenient in-channel resolutions that take little effort on their behalf. However, with the rise of friction-free, asynchronous and personalized private messaging channels for customer service, brands’ contact centers must adapt accordingly. Customers’ service expectations undoubtedly have matured.


6 Customer Service Trends to Watch in 2020

The era of messaging and automation is upon us! The fundamentals of delivering a good customer service experience in 2020 will be much the same as in 2019: Customers will expect convenient in-channel resolutions that take little effort on their behalf. However, with the rise of friction-free, asynchronous and personalized private messaging channels for customer service, brands’ contact centers must adapt accordingly. Customers’ service expectations undoubtedly have matured.


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