World Class Customer Service: Learn From Your Least Experienced Customers

September 17th, 2014 by Bernard Aguirre

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” ~ Kevin Stirtz, Digital Marketing Expert and SEO at FindLaw, a Thomson Reuters business This is the first part of a series of articles whose information I garnered from working the front lines of customer support for software companies. Its purpose is to teach you how to better leverage your communication...

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E-commerce Eye Candy – Global Opportunities for Online Retailers

September 15th, 2014 by Elan Sherbill

This week’s E-commerce Eye Candy focuses on the U.S. and Global B2C e-commerce market. The infographics come to us from readers at Search Laboratory and SnapParcel. U.S. B2C E-commerce The SnapParcel infographic compares overall global B2C e-commerce sales against U.S. e-commerce sales, and U.S. B2C e-commerce sales against their domestic brick-and-mortar counterparts. It cites an Accenture report argues that consumers use the Internet to facilitate in-store shopping and vice versa: people use their in-store shopping experience to help them...

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IDC MarketScape: Worldwide Digital Commerce Applications 2014 Vendor Assessment

September 10th, 2014 by Elan Sherbill

Every business in every industry is subject to competitive forces. How a business responds to these forces is what shapes that business’s competitive advantage relative to other players in their industry. The digital commerce application industry is no different in these respects. Every vendor in this field has distinct strengths and weaknesses when compared to its competition. The competitive differences between businesses in the digital commerce application field are extremely important to buyers who need to...

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E-commerce Eye Candy – Why You Need to Localize [Infographic]

September 8th, 2014 by Elan Sherbill

This infographic addresses the topic of localization, first defining localization challenges for e-commerce and then outlining the benefits of meeting those challenges. Localizing your site, including product pages, checkout processes and shopping carts, is absolutely necessary if you want to convert visitors from around the world. You can’t expect visitors from Japan to buy your product if they can’t read the words on your checkout process. Why You Need to Localize I was glad to see that Transifex, the company...

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The Three Most Important Times of the Subscription Customer Lifecycle – Part Two

September 3rd, 2014 by David Walsh, Marketing Director at Intuit

Welcome to part two of The Three Most Important Times of the Subscription Customer Lifecycle by David Walsh, Marketing Director at Intuit. In part one, I highlighted what I have found to be the most important points in the customer lifecycle: Initial sale First 48 hours Final 24 hours Refer to The Three Most Important Times of the Subscription Customer Lifecycle – Part One for specific best practices in support of the initial sale. We’ll pick up here with tips...

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