News & Insight

Category: Blog
What Kind of Shopper Are You?  Take the Quiz! Are you overwhelmed by the multiple options in the buying experience, or do you want a personable experience because you thrive on relational activity? In our recent blog Dialogue in the Retail Sector, we learned about three distinctive shopper types: Social Customers, Nervous Buyers, and Curious Clients. Are you one of those types or maybe a few depending on the buying situation? With the assistance of our Chief Science Officer, Dr. James Keaten, we developed a quick survey to help determine... Read More
The Death of Retail – Are Millennials Really to Blame? For almost a decade, we’ve heard about the impending death of retail. Shopping malls are going dark and former icons of American retail are on the verge of collapse. To survive, brands have shifted their strategies online to stay relevant, and ecommerce is taking the place of the time-honored trip to the store. It’s been widely reported that millennials – now 87 million strong – are at the root of retail’s death. Or are they? Read More
Dialogue in the Retail Sector With the proliferation of online retail possibilities, brick and mortar stores are confronted with new challenges. More specifically, retail stores rarely can compete with online prices, can’t offer the same array of products, and seldom provide the convenience of home delivery. To maintain or grow market share, retail businesses need to attract customers for reasons other than price and convenience. Read More
Retailers – Are you Primed for Success? On July 16, Amazon will host its annual Prime Day – a one-day only global shopping event exclusively for Prime members. Introduced in 2015 in part to celebrate Amazon’s 20th anniversary, Prime Day has grown into an online phenomenon where members can shop hundreds of thousands of deals sitewide, with new deals starting as often as every five minutes. In fact, Prime Day 2017 was the biggest shopping day in Amazon’s history until it was surpassed by Cyber Monday 2017 just four months... Read More
We’re Not Mind Readers – Why Communication Matters You’ve tried everything, but nothing you’ve implemented seems to have a significant or lasting impact on your customer satisfaction metrics. While standard approaches may help you meet certain goals like average handle time (AHT), they don’t significantly improve CSAT or NPS. What if a different approach existed that used human communication science to help your brand? Good news! It does. Read More
Building Rapport – Is it an Art Form? They say you never get a second chance to make a first impression. While the average first impression is typically created within half a minute, in the engagement (contact) center, that timeframe is dwindled to mere seconds. Something as seemingly trivial as the pitch, volume and rate of the engagement specialist’s (agent’s) voice, collectively referred to as “vocal prosody”, can impact the customer’s mood and determine whether or not they are likely to engage in the conversation.... Read More