customer experience

When the Amazon Prime membership program was first launched, you probably believed it was the most revolutionary idea in the eCommerce world. You simply pay an annual membership fee, and you’re guaranteed free delivery within one or two days. Now Amazon has introduced an even better idea with its Buy with Prime program. The new…

Consumer behavior is always evolving. But the events of the past couple years have accelerated that evolution. Of course, we’ve seen a large (and well-reported) shift in where consumers browse and buy products. According to eMarketer, retail eCommerce grew a staggering 32.4% in 2020. And by 2025, eCommerce is expected to account for nearly a…

One of the first topics covered in just about any introductory business class is the sales funnel and the stages within it. In other words, the steps a consumer goes through when making a purchase.  Though there are many variations of the sales funnel out there, a simple one (that’s relevant to B2C brands) might…

At this year’s Shoptalk, the topic of new channels was one that came up time and again. There were sessions focused on it, as well as conversations at networking events and the expo hall.  Clearly, it’s a topic that’s top of mind for brands and retailers. In fact, 75% of Shoptalk attendees said that new…

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…

Think having great products is enough to guarantee success? Well, you might want to think again. According to Salesforce research, 84% of customers say the experience a company provides is just as important as its products. So if you’re looking to grow your business (aren’t all brands?), then you’ve got to make it a top…