customer engagement

Consumers have certain, basic expectations when it comes to customer service. That’s nothing new. For example, most have always expected friendly agents and quick resolutions to their issues. But these days, consumers have higher standards than ever before. Per Salesforce’s State of the Connected Customer, over half of consumers say the crises of the past two…

A few weeks ago, the team at 1440 headed to Las Vegas for Shoptalk 2022, one of our favorite events of the year. And it certainly didn’t disappoint. The event was billed as “retail’s big reunion.” And that’s exactly what it felt like. After a long hiatus from in-person events, it was great to reconnect…

Delivering great service throughout the customer journey has always been an important way to gain a competitive edge. But lately, it’s gotten even more important, as customer expectations have never been higher.  Per Salesforce’s State of the Connected Customer, more than half of consumers say that the crises of the past couple of years have…

Engaging in authentic conversations has always been an effective way to sell across all industries.  Consider a consumer walking into a brick-and-mortar store, searching for new skincare products. They’re greeted by a sales associate, who strikes up a conversation to learn more about the consumer’s lifestyle and needs. After building rapport, the consumer trusts the…

These days, the vast majority of brands sell through a number of different channels. Taking a multichannel approach to sales ensures these brands can get their products in front of more customers in more places, and in doing so, maximize sales.  Of course, each brand’s mix of sales channels looks different. But it might include…

Walking into a brick-and-mortar store and speaking with a sales or customer service associate or picking up the phone and dialing an 800 number were once the primary ways consumers communicated with brands and got pre- and post-sale service. But that’s no longer the case. Today, consumers seek out service via a variety of different…

The short answer is “absolutely.” Digital 360 has recently become the new industry standard for communicating with customers on the level they have come to expect. It allows businesses to connect with their audiences at any time of the day, on their preferred platforms. When companies have the capabilities of understanding each individual consumer, they…

Oftentimes, shoppers have questions standing in the way of a purchase decision. This is true regardless of whether the consumer is shopping online or at a physical store location. Of course, if a consumer is shopping in-store and has an unanswered question, they can find the nearest sales associate to get an answer. But online…

Chat apps have the potential to become a leading CRM communication channel, especially for simple inquiries. Why? People love chat apps. Many people—possibly even you—visit chat apps multiple times a day to connect with friends, family, and increasingly brands. Customer-centric service requires that you join your customers in all their favorite chat apps, and that…