Digital Engagement Blog

Let’s face it. We all know what it feels like to have a horrible customer service experience. So, in honor of #OppositeDay we thought we would provide a few of the worst social customer care practices – the opposite of what you should be doing - and offer recommendations on how to avoid them.

Organizations build systems to deliver desired outcomes in a repeatable, predicable and scalable manner. Most of the time these systems are good things that are downright essential to the success of the enterprise. But what happens when customers change faster than you do? They become harder to engage, and that can wreak havoc on your customer engagement strategy if the changes necessary to meet new customer expectations clash with your internal systems.

Our April webinar on digital context contained five new insights about where consumers are going and how best to engage them in this new world.  During the live session, one attendee asked that we explain insight 2 in more detail.  This post delivers on that promise.

I recently had the opportunity to host a webinar with some true experts in the field of consumer behavior, Martie Woods, Lead Strategist at Stone Mantel and Stacey Symonds, Senior Director, Consumer Insights at Orbitz Worldwide. Together, the two discussed recent insights from Stone Mantel’s Digital Consumer Collaborative, a research-centered, cross-industry collaborative approached designed to predict where the digital consumer is headed.

Consumers love their smart phones, smart devices, and the ability to download mobile apps. There are 75 billion apps in Apple’s app store alone, and with more created every day, consumers have a lot to choose from. While the ever-increasing supply of apps provides a dream for consumers, it can create a nightmare for retailers and app developers.

The holidays are upon us, and before we know it the weeks of planning, anticipation, decorating and shopping will be over with the blink of an eye. Although Black Friday and Cyber Monday are already over, there will always be a portion of the U.S. shopping population that is procrastinating and will be searching for last-minute gifts.

A couple of months ago, we wrote a blog post about ridesharing innovator Uber, discussing the company’s brilliant idea to partner with nearly a dozen companies to allow users to directly order rides from within their apps.

We kicked off Money2020 this past Sunday with a presentation of our recent mobile shopping research to members of the Retail Gift Card Association. The research shows that consumers have identified major gaps in retail shopping apps.