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.

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. 

Have you noticed how dramatically the devices that surround us in the digital mesh have changed how we communicate? Of course you have. Digital technology has altered the way we all live and behave.  What does that mean for customer engagement? 

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!

It’s My Way Day!

My Way Day was ignited by the inspiring events that happened in the world based on someone’s new and innovative idea. The concept is simple: today you should do things exactly the way you want to because you never know what genius idea will come from it. (We’re sure your boss will understand).

When it comes to customer experience, we believe that every day should be My Way Day. We think that the ability to interact with enterprises and resolve discrepancies or problems should be convenient for the consumer -- possible on their own time, using whatever channel that suits them best in the moment they need help or support. In honor of this momentous holiday, we thought we’d share a few of the reasons we know it is important to make sure your customers have the capability at hand to interact their way.

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:

Sound familiar? It should...And, if you’re a Star Wars fan, it most certainly does.

Various versions of “I have a bad feeling about this” appear throughout all episodes of Star Wars. For me, the most memorable occurs in episode IV, the original Star Wars from 1977, when Luke, Leia, Han, and Chewie find themselves jumping into the Death Star’s trash compactor in an attempt to evade stormtroopers and certain capture. It gets eerily silent, except for some creaking in the walls. Just before the walls start to close in on them, Han Solo is a soothsayer, “I got a bad feeling about this.”