Omnichannel

Customer Indecision Part 1: Increasing conversion and enhancing the customer experience when selling complex product

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre. How do brands maintain the competitive edge when dealing with a complex product and close competitors? Operating in a competitive market is a constant struggle to stay agile and…
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Unspoken Insights: Unite website & contact centre to hear what isn’t said

bmetric Explore is a series of posts, each written to explore various industry-specific topics in relation to the customer journey, online engagement, and the contact centre.   “The most important thing in communication is hearing what isn’t said.” This quote, by Peter F. Drucker – Management Consultant and well-renowned ‘business thinker’– is often cited to…
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How to convert digital readers into paying subscribers

Is it boom or doom in the news business? For publishers, it’s essential to convert digital readers into paying subscribers as news outlets can’t live off print anymore. Thus, it’s crucial to move from subscribers on print to digital if not ad-paid, but content-paid. But not all is lost as the good news for digital…
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Make Website & Call-Centre Play Nice

The path to purchase is far more complex than ever before. Especially when two departments share the same goal – ie. to make a sale or provide customer service. Websites are the storefront of modern commercial companies, built to handle everything from sales to service; the call-centre is supposed to enhance that experience, because of…
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Achieve a 23% increase in sales by only engaging with 2% of your visitors

Online engagements continue to be one of the most effective and proven ways to generate leads, collect email permissions and nudge visitors towards a sale. This is why world leading companies are focusing on online engagement more than ever before. But many companies face challenges on implementation. Rather than adding value, pop-ups, slide-ins and engagements…
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8 Ways Micro-Moments Impacted Customer Behaviour

Companies are making it easier and easier to get information into the hands of consumers when they need it, and are taking advantage of the micro-moments; the on-the-go, got-to-have-it-now moments throughout the day that shape our decisions as consumers. These micro-moments, which were first introduced by Google, are game-changers in world of travel. So what…
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