Personalization is not merely a set of technologies, it is a customer-centric business strategy that recognizes the unique context of every individual customer. Brands — digital or not — must learn to consider individual preferences in order to win customers’ long-term engagement.
The failure to engage and service customers—regardless of channel—is a CEO problem. And it’s a big one. In order for businesses to navigate it successfully, we need to deeply understand today’s consumer—what they want from brands and how to meet their expectations. Lithium President and CEO, Rob Tarkoff, shares his perspective on what it will take to get it right.
Retailers Sephora and Amazon are leaders when it comes to social media engagement and are examples retailers need to follow given the expected holiday sales boost this year.
Twitter is improving its direct messages with new features geared specifically for brands that use the platform for customer service interactions. Available through its developer API, brands can leverage welcome messages and quick replies to improve the overall experience. Twitter has enlisted the support of quite a few social media and customer service technology providers, including Lithium Technologies.
To better help brands converse with users and offer customer support, Twitter is launching two new products that will help answer basic questions and address complaints. The features announced today let companies partner with third-party services, such as Lithium, to build automated-message systems specific to each brand.
Twitter has been expanding the customer service side of its product, with recent additions including a Customer Service settings page for businesses, an automated welcome message when a customer starts a Direct Message conversation with a business' account, and "quick replies" that ask the customer to get more specific about their request before the conversation starts. Businesses can also access these new customer service features through third-party software like Lithium.
Jay Baer from Convince and Convert shares how he uses social automation tools, such as Klout, to manage social at scale.
Lithium Director of Marketing, Eddie McGraw, shares how brands can become part of the conversation to establish strong customer connections and increased loyalty.
Leveraging social media to promote brand and product messaging has never been more accessible, and consumers regularly utilize social media as part of their customer journey. Based on recent research findings, including Lithium's own State of Social Engagement report, MediaPost summarizes five key areas where retailers should focus to improve their customer experience on social.
Lithium Technologies’ SVP of human resources details the best approach to building a cohesive, forward-thinking culture