The Customer Is The Channel

The customer-centric blog of Linc Global

Maren Kelly

Maren Kelly

Recent Posts:

2019 Holiday Prep Survival Kit

  Heading into the 2019 holiday season, perfecting the customer experience is more important -- and more challenging -- than ever. 

Your Data Won't Get Results Without Context

As featured in Forbes In our digital world, customer centricity, the customer experience and personalization separate the winners from the losers. So it’s not a coincidence that the companies that invest in collecting customer data thrive. The demand for personalized content is at an all-time high among consumers, according to Adobe. In fact, Epsilon found (via AdWeek) that around 80% are more likely to buy when a brand offers a personalized experience. By using real-time updates and improving the customer experience via text messaging, my company secured an opt-in rate of 33% for our client PacSun.

How to Evaluate an Automated Shopper Assistance Platform

Cultivating potential loyal customers over one-time purchasers is the key driver for reimagining the retail CX relationship between buyer and brand. Increasing the number of customers and retaining them requires rethinking the customer journey from something linear and conversion-focused to a more holistic model of engagement and two-way conversation with the customer and having that customer’s expectations and channel preferences drive your interactions with them. Customer care AI isn’t a magic bullet that solves all of your CX challenges, but the right AI deployed strategically is a powerful tool for creating and sustaining profitable customer relationships.

Automated Shopper Assistance: What It Is and What It Means for Retailers

Simply put, automated shopper assistance bridges traditionally siloed systems like customer service, social media management, logistics systems, ecommerce platforms, and email marketing by using AI to engage with customers across channels. Given that well over half of customers’ questions are standard queries, they’re well-suited to be handled by a chatbot or automated assistant instead of an employee paid to triage customer care interactions. This means that retailers can dramatically reduce customer care costs while increasing customer satisfaction by leveraging automation to handle routine inquiries and questions.

Multi-Channel Customer Journeys Are The New Reality

The linear customer journey–a straight line from research to engagement to purchase where everything hinges on conversion and where the brand shepherds the customer along a particular path–is dead. Today’s customer journey looks more like creating a landscape of physical and digital touchpoints across which your customers will roam, choosing when and where they’ll interact with your brand. Your job is to provide the GPS for this journey and ensure that each interaction they have with you as they traverse this landscape of touchpoints is both seamless and consistent.

Best Practices for Increasing Shopper Opt-In Rates

Shopper opt-ins are the secret sauce to marketing your products and services to your future and current customers.  With the heavy reliance on privacy laws and legal ramifications abound, increasing shopper opt-ins is the key to business success.  The bigger the opt-in audience, the more opportunities to engage with customers.

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

AI has marked its importance across various sectors. With cheaper programming and enhanced algorithms, AI has successfully been able to automate many processes while reducing costs associated with manual labor.

Building Your Conversational Commerce Technology Stack

Do you go it alone or outsource? This is a big decision, and a lot of money stands to be spent or saved, earned or lost. Do you go it alone, or do you hire help?

New Feature Alert: Intelligent Promotion Botlet

How do you promote products without large advertising budgets and over-saturating email inboxes?  This is a common problem many marketers face when looking for new and innovative ways to promote products and services.

Turning Touchpoints into a Journey

Every interaction with your customer is important, and maximizing the effectiveness of touchpoints has been a valid business concern for some time. Research from McKinsey, however, highlights the blind spot in this kind of thinking -- true leading brands have moved from a touchpoints-focus to a focus on the holistic customer journey.

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