Digital Engagement Blog

Every time a customer engages in a web chat you have an opportunity to make a sale.  If you’re a retailer with a web site, I bet you watch your web chat conversion rate like a hawk.  Improve the conversations you’re having with customers, and you can convert more chats to revenue. 

So what happens when customers get distracted or interrupted and leave the conversation?  Many retailers struggle with web chat abandon rates in double digits.  By focusing on the conversations you’re having instead of those that have been abandoned, you may be overlooking a treasure trove of revenue opportunity.  To find that hidden treasure, you’ve got to think like a parrot instead of a hawk.  Arrrrrrrrrrrr.

Customer engagement has changed; it’s never going back.  And it’s driving the need for digital transformation.

Like many, your organization may be stuck in the past, relying on old ways to engage with a new type of customer with dramatically different expectations.

It’s OK. That can work...for a little while.  And, it has to; it’s not easy to drive wholesale change across a large organization, especially when it can affect culture, technology, processes, and other things core to the fabric of your organization.

Digital engagement is continually evolving and changing. (Well that's an understatement, isn't it?)

And so, if you’re not staying up-to-speed on consumer research, behaviors, and trends, you could be falling further and further behind. But have no worry! Consider these three components in your Digital Engagement strategy, and you'll be able to keep yourself in the fast lane:

These days, the answer to pretty much anything we want is just a tap or click away.  As the Harvard Business Review describes it, we live in a world of micro-moments, frequent moments in which we intensely want or need something such as a particular fact, destination, product, service, or activity; right here, right now.

Throughout the day, we frequently use mobile devices to check the Google Maps app for traffic updates, make a last minute reservation on Open Table for dinner that night, or calling your pharmacy to make sure your prescription is ready. 

Today is a good day to come full circle and consider how customers will drive your digital engagement strategy. Yes, it’s pi day. And if you’re eyeing a bigger slice of it in the coming year, it’s time to consider just how much things have changed.

As always, we’re here to help. We put together this plum of a list of things you’ll want to achieve before the next pi day if you want to get your organization ready for digital context. We hope you’ll find this to be some delicious food for thought that drives many fruitful discussions:

Once upon a time, consumers were respectful of your time. As an enterprise, you could grant them access to your people on your terms.  Consumers would wait their turn and be glad to accept help from a sales associate or customer service representative when you were ready to provide it. 

Those were the days, huh?  It seems almost like a fairy tale now, because digital consumers have turned that world completely upside down.  They expect more, pay attention to you less, and behave so differently it’s hard to know when or where to engage them.

Customer engagement success happens in the moments you share with your customers. So if you’re serious about providing customer experiences that drive true engagement, it’s essential to make every moment count. But every year, enterprises waste a huge engagement opportunity.

Happy birthday Dr. Seuss! 

We hope you enjoy reading this as much as we enjoyed writing it!

Since 2013, we have been casting a critical eye on how enterprise engagement solutions solve problems throughout the customer journey. The exponential growth of mobile commerce has amplified both the need for better enterprise engagement solutions and the current lack of true solutions in place across the omnichannel customer journey.

Our latest white paper, Digital Disconnect: How New Consumer Behaviors Disrupt Customer Engagement, revealed some intriguing findings:

I have a surprise for you.

That new Star Wars movie?  It’s not what you expect.

It’s not about Luke Skywalker, Princess Leia, Han Solo, or Chewbacca. And the new characters—Rey, Finn, Poe, and others? They are but a backdrop to the larger plot point: Digital engagement.

Think I’m not serious? Read these quotes from the latest installment in the Star Wars franchise and you might change your mind: