WebProNews

Category: CustomerExperienceNews

Articles about improving customer experience

  • From Awareness to Loyalty: Understanding the Journey of Nonprofit Supporters and How to Engage Them

    From Awareness to Loyalty: Understanding the Journey of Nonprofit Supporters and How to Engage Them

    As a nonprofit grows and gains new members, volunteers, and donors, you’ll start to recognize core differences in how different groups of people act and react to marketing materials. A devoted volunteer might take a much more favorable view of your campaigns than someone that hasn’t heard of your organization before, for example.

    It is essential that nonprofits understand how to communicate with these different stages in order to better market to them. At its most basic, nonprofits need to master the rule of seven before moving on to later-stage customer relationships. In this article, we’ll guide nonprofits through the different stages of the customer journey, demonstrating exactly how they should engage their supporters throughout their ongoing familiarization. 

    What is the Nonprofit Customer Journey?

    As a person becomes more familiar with your nonprofit, the extent to which they support, engage, and help market for your cause will shift. Of course, people that have only just stumbled across your nonprofit aren’t going to have the level of support and loyalty that a long-term donor has.

    In order to create better marketing materials and communications, nonprofits need to know how to relate to donors across all levels of their customer journey. Typically, this journey is split into three core sections:

    • Awareness
    • Consideration and Donation
    • Time Donation

    Awareness

    Marketing for nonprofits always starts with the awareness stage. This is the first point of contact between an organization and the potential donor. At this stage, they don’t have a stake in your nonprofit and are have only come across either a marketing post, a blog, or some other piece of content that you’ve put out into the world.

    When marketing to people within the awareness stage, you should focus on showing the real-world positives that your nonprofit creates. Whether you use finished projects that you’ve terminated in the past or materials which demonstrate the good you’re delivering, these should be your front line of marketing.

    The awareness stage is about increasing recognition and ensuring that people remember the good you’ve done when they see your name. You’re not asking for donations, nor are you trying to get these people to join your nonprofit. This stage, as its title suggests, is all about building awareness.

    Consideration and Donation

    During the consideration stage, people are familiar with your nonprofit and what good you do in the world. At this point, you can move into quantified marketing that shows what their donation would actively result in.

    Using quantified statistics, you could demonstrate that their donation of $10 would have a certain real-world impact. Showing how they can be a part of the good that they encounter in the awareness stage will help urge people to donate to your nonprofit.

    Donations are typically the first stage of involving members of a nonprofit. At this stage, the time and frequency of a recurring donation will dictate how you manage your connections going forward. As a person donates more of their money over a longer period to your cause, their natural relationship with you will build.

    It’s important to show your gratitude over time, ensuring that those that move from consideration to donation feel valued for their contributions.

    Time Donor (Volunteers)

    The final stage, which is often overlooked within the world of nonprofit marketing, is the relationship between your organization and its most valuable assets – those that offer their time. The vast majority of nonprofits are able to continue running due to the hours of free labor that volunteers will offer.

    Those that are willing to donate their own time are incredibly impactful to your organization. While donating money is one thing, these hourly shifts ensure the longevity of your nonprofit and help you scale toward new horizons.

    When dealing with people that are volunteers, your marketing should be extremely personalized. You’re no longer dealing with a potential mass of new donors. Each one of these people has given up hours of their life to help achieve your vision.

    Your marketing communications here should never focus on donations, and should be entirely grateful. Focus on the good that they’ve achieved, and how you are – together – building toward a better future.

    Don’t underestimate the importance of volunteers in your nonprofit. 

    Why Is Shaping Communication so Important?

    Communication does not have the same effect on every single person. On the contrary, each and every person will react differently to messaging they encounter. When it comes to the nonprofit industry, using the wrong communication style can be disastrous – impacting both new and established donors.

    Changing the focus of your marketing campaigns to match the current stage that a customer is in allows for a much greater degree of personalization. Customer segmentation and personalization are the backbones of the marketing industry, with over 70% of all consumers expecting a high degree of personalized content.

    Altering a nonprofit’s marketing materials will ensure that different groups react more positively to your communications:

    • New Contacts – If you ask people in the awareness stage for donations, you’re instantly slamming the door on that person and making them feel uncomfortable. Understanding that your tone will shift over time will allow you to market appropriately to newer audiences.
    • Established Donors – If you patronize established donors with materials aimed at new people, you’ll start to chip away at their loyalty. Personalize your voice to ensure that it’s more thankful, full of gratitude, and highlights how appreciative you are for all their help.

    Understanding how to alter your marketing materials for these different stages will lead to a higher uptake with new clients and increased loyalty with older connections. Ultimately, this is a total win-win for your nonprofit.

    Final Thoughts

    For nonprofits to achieve success across the customer journey, they need to understand the unique perspectives, behaviors, and styles of communication that work for each archetypal supporter. By altering marketing tactics and tones across these three main stages, a nonprofit is able to engage its audience to a greater extent.

    As they do this, nonprofits will rapidly find that their marketing materials stretch further, gain more interactions, and help streamline the development of customer relationships across the entire donor lifecycle. 

  • LinkedIn Users Will Be Able to Use AI to Help Create Their Profiles

    LinkedIn Users Will Be Able to Use AI to Help Create Their Profiles

    If you’ve ever struggled to find the right words to describe your career on LinkedIn, the platform is deploying AI to help.

    LinkedIn is owned by Microsoft, giving it access to the same ChatGPT-based tech its parent company is using to power the next generation of its Bing search engine. The networking platform is looking for innovative ways to deploy the tech, including allowing users to tap into AI to write better profiles.

    The company made the announcement as part of a broader initiative to use AI in various classes:

    To empower members with the latest AI skills, starting today we’re unlocking more than 100 LinkedIn Learning courses – and coming soon we’ll roll out twenty new generative AI courses. From the basics to advanced applications of AI, these courses will help members gain a competitive edge in today’s rapidly-changing market.

    But that’s not all. We’re also starting to roll-out new AI-powered features, leveraging advanced OpenAI GPT models, as we continue to look for ways to create more value for our members and customers.

    • To help make the process easier and more effective, we’re testing a new tool for LinkedIn Premium subscribers that provides personalized writing suggestions to your About and headline sections.
    • We’re testing a new AI-powered job description tool that will make it faster and easier to write job descriptions.

    The new features should be a boon for anyone who’s struggled with writer’s block about their current job or a job they’re trying to find candidates for.

  • Wells Fargo Customers Are Missing Deposits

    Wells Fargo Customers Are Missing Deposits

    Wells Fargo customers are reporting missing deposits, with the bank investigating and promising a fix.

    According to ThinkAdvisor, Wells Fargo is aware of the issue and put the following statement on its website:

    “If you’re experiencing an issue with our online services, we apologize for the inconvenience. We’re working quickly to resolve it.”

    In addition, the bank provided the following statement to ThinkAdvisor:

    “Wells Fargo is aware that some customers’ direct deposit transactions are not showing on their accounts, however funds in accounts are accurate and available. We are working quickly on a resolution and apologize for the inconvenience. Customers’ accounts continue to be secure.”

    While certainly inconvenient, it’s at least good to know customer accounts have not been compromised and the issue appears to be a minor technical one.

  • Delta CMO: All 85,000 Employees Are Brand Ambassadors

    Delta CMO: All 85,000 Employees Are Brand Ambassadors

    “I have the opportunity to serve as Chief Marketing Officer, but 85,000 people are all brand ambassadors,” says Delta CMO Tim Mapes. “All 85,000 members of the company are selling, they’re promoting, they’re providing a brand experience in what they do each day,”

    Tim Mapes, Chief Marketing Officer of Delta Airlines, recently discussed how Delta uses its army of employees in its marketing:

    All 85,000 Employees Are Brand Ambassadors

    One of the dynamics of being in this role of Senior Vice President and Chief Marketing Officer of Delta Airlines for ten years, when I think the average used to be 23 months, is the fact that Delta is such a values-driven organization and values transcend time. Marketing’s role within Delta is really seen to be everybody’s role. I have the opportunity to serve as Chief Marketing Officer, but 85,000 people are all brand ambassadors.

    All 85,000 members of the company are selling, they’re promoting, they’re providing a brand experience in what they do each day. That’s very much conscious on our part. We share that view with everybody that we’re all having a net impression. I say often within the company, everything communicates.

    Whether the flight attendants are happy, whether the coffee works, whether the lavatory is clean on the plane, whether the flights operate on time, all of that in your customer experience is a part of the net impression you have on your impression of Delta at the end of the day.

    Delta is Using Data to Drive the Customer Experience

    When you carry 185 million passengers a year and we know where you’re going when you’re going, whether you’re a Sky Club member, whether you have the American Express co-branded credit card, all of that data is resident in Delta.

    Taking that in and knitting it together horizontally, not just so that we in the loyalty program can know that you as a Diamond flyer prefer to sit on an aisle seat and like gin and tonics,  but also that the last three flights you took had your bag misdirected, so we’re able to say up or down what type of experience are we delivering.

    Prosperity Coming Out of the Roots of Austerity

    I think one thing that’s fascinating about Delta is you’re talking about a 90-year-old company that nonetheless in the last 10 years has experienced the best in the worst year in the history of the company. So 9/11 2001 you’ve got obviously all the fallout and the impact of that on travel and then experiencing record profits more recently.

    We’ve been paying our employees profit sharing in excessive of a billion dollars a year each of the past four years so even in a short decade of time you’re seeing prosperity coming out of the roots of austerity and problems.

    Delta CMO: How Cool is That…

    I grew up watching really two programs that I can consciously recall. One was Mr. Rogers. People think about puppets and silliness and kind of milk toast Mr. Rogers bless his heart. The transcendent qualities that he taught in terms of respect and that you’re special just the way you are, from a hospitality perspective and a diversity and inclusion, he was way ahead of his time. In a way, with kindness and grace that the company and all of our world would do well to have more of today.

    The other was Bewitched because I got to watch Darrin, and this as a kid, but he just looked like he was having fun in advertising with a great social life and great personal life. I just thought wow,  advertising art that actually generates commerce. How cool is that…

  • Create a Marketing Strategy That’s Not Annoying, Says Bombora VP

    Create a Marketing Strategy That’s Not Annoying, Says Bombora VP

    “It’s really about customer experience,” says Nirosha Methananda, VP of Marketing at Bombora. “I think that is something fundamental to marketing. I feel like we have gone down this path of almost over automating and having to constantly pounce on people without necessarily being conscious and mindful of what their experience is on the other end. From my experience, it’s leading to me switching off and ignoring messages. I’m sure I’m not the only one. That’s basically why I’m passionate about creating a marketing strategy that’s not annoying.”

    Nirosha Methananda, Vice President of Marketing at Bombora, discusses the challenges of marketing without annoying your potential customers by bombarding them with marketing messages in an interview with Logan Lyles on the B2B Growth Podcast:

    Marketing Is Really About the Customer Experience

    As a B2B marketer, I get marketed to a lot. It’s something that I have increasingly noticed and I’m probably not the only one. That’s just becoming part of the experience in terms of being inundated with different messaging and different calls and this, that, and the other. Use this, do this, buy this, whatever it is. It’s really not a great experience. It doesn’t necessarily provide value. Marketers are so busy as it is, and I know that is applicable across the board with everyone we are marketing to. Being able to cut through the noise and having an understanding of all these different things is very challenging. 

    Having on top of it being inundated with this constant flow of messaging like meet me, meet me, meet me, is not very helpful. That’s one of the things that I’m passionate about. It’s really about customer experience. I think that is something fundamental to marketing. I feel like we have gone down this path of almost over automating and having to constantly pounce on people without necessarily being conscious and mindful of what their experience is on the other end. From my experience, it’s leading to me switching off and ignoring messages. I’m sure I’m not the only one. 

    Create a Marketing Strategy That’s Not Annoying

    It also leads to this annoyance and irritation which leads to distrust of brands and that’s not great for this industry. From a customer perspective those bad experiences, unfortunately, more than good experiences, they stay with you for longer and you remember that. Another thing that we don’t necessarily think of is that it’s wasteful. It’s wasteful of time and it’s wasteful of money especially for marketing and sales where money is a precious resource. It’s not something to be wasted. That’s basically why I’m passionate about creating a marketing strategy that’s not annoying.

    As an example, our Intent Event was our first flagship event that we did last year. It was a closed event so we did have limited numbers and we were limited as to what we could do with promotion. What we did was try to have mindfulness around what we were sending out and ensuring that it was helpful. Making sure that the recipients, the people that we invited, were given all the relevant information, but there was brevity in the communication as well as encouraging them to participate without forcing them to be there. 

    There was certainly some urgency around some of our communication but it wasn’t you need to attend this and this is why you must attend this. It was more about being a bit more subtle in presenting them the idea and the concept of what it was, why it would help them, and exactly the information that they needed. What that meant was not sending out multiple emails, being very controlled around it, really thinking about what the experience was before the event, to during the event, to after the event. We were really focused on the customer and making sure that all of the content and communication was educational and helpful.

    Create a Marketing Strategy That’s Not Annoying, Says Bombora VP Nirosha Methananda
  • Google Brings ‘Retail Search’ to Cloud Customers

    Google Brings ‘Retail Search’ to Cloud Customers

    Google is expanding its cloud services, bringing Retail Search to its clients in an effort to help them provide the best experience to their own customers.

    One of the biggest issues online shoppers face is finding the products they’re interested in. This can especially be apparent when comparing retail platform search capabilities with the Google Search features customers have become accustomed to.

    Google Cloud is now bringing the power of its search to retail clients, with Retail Search, which the company unveiled in a blog.

    This fully managed service is easily customizable, enabling organizations to craft shopper-focused search experiences. Our site search solution builds upon decades of Google’s experience and innovation in search indexing, retrieval, and ranking. Retailers can make product discovery even easier for shoppers, while optimizing for their business goals with advanced capabilities

    Retail Search gives clients the ability to offer advanced query understanding, meaning customers will have better success finding what they’re looking for even with the broadest of search terms. The service also includes semantic search, which matches product attributes with relevant products.

    Customers are already seeing the benefit of Retail Search.

    “With limited customer signals and no historical data, descriptive long-tail searches are some of the most challenging queries to understand,” said Neelima Sharma, senior vice president, technology, e-commerce, marketing and merchandising at Lowe’s. “We have been partnering with Google Cloud to give our customers relevant results for long-tail searches and have seen an increase in click-through and search conversion and a drop in our ‘No Results Found’ rate since we launched.”

    Google Cloud customers interested in learning more can visit Discovery Solutions for Retail or contact their Google Cloud field sales representative.

  • Meta Plans to Incorporate AI Across Its Platforms

    Meta Plans to Incorporate AI Across Its Platforms

    Meta is preparing to incorporate artificial intelligence across its platforms, playing catch-up to Microsoft and Google.

    Microsoft has been leading the charge on AI, incorporating next-generation ChatGPT tech into Bing. Google is similarly attempting to deploy AI across its services. Meta, on the other hand, has been noticeably absent from any discussions regarding AI — at least until Monday.

    In a Facebook post, CEO Mark Zuckerberg said the company plans to roll out AI across the company’s various products and services:

    We’re creating a new top-level product group at Meta focused on generative AI to turbocharge our work in this area. We’re starting by pulling together a lot of the teams working on generative AI across the company into one group focused on building delightful experiences around this technology into all of our different products. In the short term, we’ll focus on building creative and expressive tools. Over the longer term, we’ll focus on developing AI personas that can help people in a variety of ways. We’re exploring experiences with text (like chat in WhatsApp and Messenger), with images (like creative Instagram filters and ad formats), and with video and multi-modal experiences. We have a lot of foundational work to do before getting to the really futuristic experiences, but I’m excited about all of the new things we’ll build along the way.

    Given Zuckerberg’s obsession with the metaverse, it’s almost surprising to see something else capture his attention enough to warrant a “new top-level product group.” That fact that AI is that thing only emphasizes the importance of the burgeoning tech.

  • Dish Network Customer Data Stolen in Ransomware Attack

    Dish Network Customer Data Stolen in Ransomware Attack

    More details have emerged regarding Dish Network’s recent outage, including the fact that customer data was stolen in the incident.

    Dish began experiencing major issues Thursday morning, with employees unable to work or access internal systems. The company’s website was also down. At the time, CEO Erik Carlson chalked it up to an “internal outage.”

    In a filing with the SEC, however, the company has admitted the issue was the result of a ransomware attack, one that compromised customer data:

    On February 27, 2023, the Corporation became aware that certain data was extracted from the Corporation’s IT systems as part of this incident. It is possible the investigation will reveal that the extracted data includes personal information. The measures described above are continuing while the Corporation, with the assistance of third-party experts and advisors, investigates the extent of the cyber-security incident.

    The company is working to restore the impacted services and is working with law enforcement.

  • Snapchat Launches ChatGPT-Based My AI

    Snapchat Launches ChatGPT-Based My AI

    Snap is the latest to jump on the ChatGPT bandwagon, launching My AI to Snapchat+ subscribers.

    ChatGPT has taken the world by storm, being one of the first major AIs to gain widespread acceptance. Microsoft is incorporating a new and improved version in Bing, and now Snap is using it as the basis of My AI.

    The company announced the news in a blog post:

    Today we’re launching My AI, a new chatbot running the latest version of OpenAI’s GPT technology that we’ve customized for Snapchat. My AI is available as an experimental feature for Snapchat+ subscribers, rolling out this week.

    My AI can recommend birthday gift ideas for your BFF, plan a hiking trip for a long weekend, suggest a recipe for dinner, or even write a haiku about cheese for your cheddar-obsessed pal. Make My AI your own by giving it a name and customizing the wallpaper for your Chat.

    Snap also included a caution regarding AI, and its many deficiencies, in an effort to help temper expectations:

    As with all AI-powered chatbots, My AI is prone to hallucination and can be tricked into saying just about anything. Please be aware of its many deficiencies and sorry in advance! All conversations with My AI will be stored and may be reviewed to improve the product experience. Please do not share any secrets with My AI and do not rely on it for advice.

    My AI is only available to Snapchat+ paid subscribers for the time being, and the company encourages users to report any issues.

  • 5 Best Tips To Improve eCommerce User Experience

    5 Best Tips To Improve eCommerce User Experience

    With the increasing competition in the eCommerce market, it has become challenging to keep the clients interested long enough to make the sale.

    Around two billion people purchase goods or services online. In fact, by 2025, world eCommerce sales are likely to exceed $7.3 trillion.

    Moreover, there are around 12-24 million online stores globally. However, only 6,50,000 generate annual sales over $1000.

    This shows that the market is huge, competition is high, and the number of eCommerce sites is increasing, but only a few are able to generate sales.

    Therefore, the best way to gain customer attention and drive sales is by improving user experience.

    Here are the reasons, why a seamless user experience is important to the success of your eCommerce business:

    ●  51% of customers switch to competitor brands if they have one negative experience.

    ●  68% of customers are ready to pay more for products and services from a brand that offers a good customer experience.

    ●  89% of consumers are more likely to make another purchase if they receive a positive customer experience.

    ●  Businesses can improve their revenue to 4% to 8% above their market by prioritizing better customer experience.

    But how will you improve the eCommerce user experience?

    Well, this guide explains the top five ways that you can use to offer a great customer experience.

    Let’s start!

    1- Provide Personalized Customer Experience   

    Around 80% of shoppers are more likely to purchase from an eCommerce business that offers a personalized experience.

    Here are the best personalization strategies that you can try:

    ●  Build personalized homepages: If you are collecting cookies on your eCommerce website, then you can use that information to understand your customers better. Use this information to remember your customer’s interests and preferences and create personalized homepages for them.

    ●  Offer personalized guide: Provide on-site assistance to your visitors with quizzes and size, style, and budget guides. This will help you to offer personalized product recommendations. 

    ●  Display recently viewed product: Create a recently viewed section that allows customers to see what products they checked the last time. Add strong call-to-action, such as ‘Pick up where you left off’ to remind your customers about the products from their last session.

    ●  Personalize product pages based on location: Customize your product page based on location. Provide options to your customers to choose their country. You can also use geo-targeting to display relevant campaigns based on the customer’s location.

    ●  Make more personal recommendations: 31% of eCommerce revenue is generated from personalized product recommendations. Suggest similar or complementary items on the product page to your customers. One of the best tactics is by using product recommendations on abandoned cart emails.

    You can also think of using third-party tools, such as Barilliance, Monetate, and Evergage to personalize your visitors’ shopping experience.

    2- Choose Faster Hosting Service Provider

    No doubts, slow websites kill conversions.

    Around 47% of customers expect websites to load in two seconds. In fact, 40% leave a website if it takes three or more seconds to load.

    A one-second delay in page load time can result into:

    ●  Decrease of 11% in page views

    ●  25% decrease in conversions rates

    One of the major factors that affect your site speed is hosting service and infrastructure. 

    Therefore, when you choose a hosting plan, check:

    ●  Memory or bandwidth limits for scaling and seasonal promotion.

    ●  Expected traffic and peak user load to avoid crashes from a sudden spike in visitors

    ●  Compare the top hosting providers based on starting cost, money back, load time, uptime, and customer support services. For instance, BlueHost offers an uptime of 99.96% while Siteground has an uptime of greater than 99.99%.

    3- Utilize Third-Party Online Ecommerce Platforms

    It is better to go for third-party online eCommerce platforms if you do not have the time or resources to build your own websites. They help you in setting up a website, offering pre-made templates, ensuring necessary security features, and scalability potential.

    The top three most popular hosting solutions are:

    ●  Shopify: It is quite easy to set up a store and start selling products on Shopify. Also, it is inexpensive to build your shop on Shopify. You can sell unlimited products and have unlimited bandwidth. However, you have to pay for features such as abandoned shopping cart recovery. Brands such as GE, Tesla, and Red Bull use Shopify as their online shop. The starting price at which Shopify offers its services is $14/month.

    ●  BigCommerce: It is another great option for small to midsize businesses. It offers inventory management tools, boosts SEO strategies with customizable URLs and robot.txt access, provides plug-in POS integrations to leading providers like Square and Clover, and sells more with channel integrations like Amazon, eBay, and Facebook. You can create your own store on BigCommerce at $29.95/month.

    ●  Magento: Magento is an open-source platform, which is great for those who want to develop a long-term professional eCommerce site. The basic features provided by Magento are product, category, and inventory management, client account, customer service, order management, different payment options, and promotional and marketing tools.

    4- Hire Skilled Customer Management Team

    Focus on improving your customer support service. One of the best ways is by hiring the right members. Select candidates with a master’s degree in business administration.

    Look for candidates who can grow customer loyalty, build a competitive edge in the market with their communication skills, and develop real brand ambassadors for your organization.

    To fast track the hiring process and get the skilled customer support team faster, you can use the following ways:

    ●  Tap into your professional networks, such as network referrals or staff referrals.

    ●  Search LinkedIn and LinkedIn groups.

    ●  Search in specialist customer support job boards, such as Support Driven Jobs, Slack at Work, Remote OK, We Work Remotely, and AngelList Jobs.

    5- Create an Omnichannel Experience for Your Users

    Customers are present across all channels on the internet. Therefore, it is crucial that you deliver an omnichannel customer experience.

    Using three or more channels in an automated and linked way leads to an engagement rate of 18.96%.

    Here are the ways to create an omnichannel experience for your users:

    ●  Develop your mobile capabilities. Create a website which is mobile-friendly. Consider having a mobile app

    ●  Incorporate live chat

    ●  Integrate social content into your website

    ●  Add your product listings into social media posts

    For example, Starbucks uses an effective omnichannel strategy. Customers can use their app for information and ordering. They also provide a newsletter to engage across touchpoints.

    Final Thoughts

    As the number of customers interacting with online businesses is increasing, eCommerce sites need to prioritize the customer experience to stay ahead in the competition. Ensure that your website is simple, responsive, user-friendly with clear images, videos, engaging content, and a smooth checkout process.

    Therefore, designing your eCommerce stores that match customers’ expectations makes it way easier for you to increase conversions and stand out.

  • Conversational Marketing Closes the Gap Between B2C and B2B, Says Drift Marketing VP

    Conversational Marketing Closes the Gap Between B2C and B2B, Says Drift Marketing VP

    Conversational marketing is a whole new way of thinking about marketing and sales, says Dave Gerhardt, VP of Marketing at Drift. “We go to our jobs in B2B and none of the tools that we use match how we actually buy as real people,” he says. “That’s the most exciting thing to me about conversational marketing. It’s really closing the gap between B2C and B2B. We just call it B2P, marketing to people.”

    Dave Gerhardt, VP of Marketing at Drift, was recently interviewed on the B2B Growth podcast by John Rougeux who is VP of Marketing at Skyfii. Gerhardt discusses conversational marketing as a new B2B product category and how it is changing marketing from reaching out to you later to a conversation that is happening now:

    Conversational Marketing is About Connecting You Now

    Conversational marketing is a whole new way of thinking about marketing and sales. The traditional way of doing marketing and sales is all about later. Come to my website and fill out this form and somebody is going to reach out to you later, when it’s convenient for them. The big shift that is happening in marketing and business over the last five to ten years is customers have all the power today. You can’t make people wait. Information is free now.

    I can find anything I want to know about a company without ever having to go to your website. It’s crazy to think that you are going to force people to go to your website, fill out a form, wait three days to hear back from your sales team, and then get a demo. Conversational is all about connecting you now with the people who are ready to buy now while they are live on your website.

    B2P – Marketing to People

    It’s not about buyers. It’s not about sellers. It’s not about sales. It’s not about marketing. It’s about people. That’s how people all communicate online today. I pressed one button in my car and I got a list. I ordered something from Amazon while I was here this morning to send back to my house and it’s going to be there tomorrow when I get home. There are countless examples of that. That is how we all behave online in our real lives today.

    But then something happens weird happens. We go to our jobs in B2B and none of the tools that we use match how we actually buy as real people. That’s the most exciting thing to me about conversational marketing. It’s really closing the gap between B2C and B2B. We just call it B2P, marketing to people.

    What Ties Our Products Together is Conversation

    We have an email product and we have a landing page product. Black and white versions of those people would say everybody has email, everybody has landing pages. The thing that ties those together is conversation. That forces us to think about what is conversational email? What is conversational landing pages? What is conversational whatever? That one word forces our product team to think about how can we change this? If our fundamental stance as a company is that the internet should be one conversation, then how does that weave into everything that we build?

    Ultimately what we care about is that email becomes a conversation. Meaning, the way that marketers have had to use email the last decade is a one-way channel. Email is meant to be a two-way channel. Marketers have been using it as, “John come to my webinar.” What happens if you actually respond to that email? Most of the time you can’t because it’s donotreply@ or it just goes to some inbox where nobody is answering it. That is a terrible experience. Our belief is that if you reply, “Hey actually I can’t make it. Can you reregister my colleague?” That should get handled. We are thinking of that from an evolution standpoint.

    The same thing with landing pages. Most landing pages today are static. You go to the landing page, put a bunch of info in and you are gone. What if that was a real-time conversation on the page? That one topic has to weave itself into everything we do from a product perspective.

    >> Listen to the complete interview with Drift Marketing VP Dave Gerhardt on the B2B Growth podcast.

  • Ecommerce, Search, Social… and Conversational Space?

    Ecommerce, Search, Social… and Conversational Space?

    “When I look at the conversational space I think it’s going to have as much impact as ecommerce or search or social,” says LivePerson CEO Rob Locascio. “The conversational space is going to be just as big. I think you’ll see one day that there will be a trillion dollar company in this space and I want it to be us. The things we’re investing in right now and setting up for will allow us to do that. That’s what’s important.”

    Rob Locascio, CEO of LivePerson, predicts that the AI-driven conversational space will ultimately have as much impact and be as big an industry as ecommerce, search, or social. Locascio was interviewed by Jim Cramer on CNBC:

    Ecommerce, Search, Social… and Conversational Space?

    When I look at the conversational space I think it’s going to have as much impact as ecommerce or search or social. The ability to talk to a machine and have a natural conversation, it’s in the collective consciousness of people. We all believe the Alexa type situation should happen with every company. 

    We do that with Delta and T-Mobile and all these big brands. What we’re looking at now is how do we take that to the world? LiveIntent is proprietary technology to look at the intent that a consumer is having with the brand. In terms of I want to buy something, we have a way to analyze that and then use machine learning algorithms to then scale those conversations. That’s what this is about. 

    Healthcare Companies Defending Themselves From Amazon Via AI

    In Q4 we signed a couple healthcare companies. They want to talk about defending themselves from Amazon because Amazon said they want to go into healthcare. The way they think they can do that is scaling the conversations they are having with their customers and creating a totally different experience. You go to a doctor, you have an experience with them, you capture that on a messaging platform and an AI will help you with whatever is wrong with you. You want to process a bill instead of calling and being put on hold, you do that through a conversational experience. 

    They want to game change it. The only way they’re going to defend themselves is to get into the conversational space. That’s what they see and we’re the company they’re trusting to scale their operations with the conversational platform.

    Conversational Space Is Going To Be As Big As Search and Social

    The conversational space is going to be as big as search and social. I think you’ll see one day that there will be a trillion dollar company in this space and I want it to be us. The things we’re investing in right now and setting up for will allow us to do that. That’s what’s important. The Amazon’s and the Facebook’s and Apple’s, they’re in the space. Jeff Bezos made a big bet obviously in Alexa to say this is the way it’s going to be. 

    It can’t just be Amazon and Alexa. It has to be other companies getting access to that technology and that’s what we are providing. Who else is providing it? We’re one of the largest companies in the world to do this. Even though we’re not big tech, we are large enough to go ahead and go after them. We are large enough to go ahead and define a space and win it.

  • Adobe CEO: Pandemic Was Inflection Point For Everything Being Digital

    Adobe CEO: Pandemic Was Inflection Point For Everything Being Digital

    “What the pandemic and the current health situation has done is that it has created yet another inflection point for everything being digital,” says Adobe CEO Shantanu Narayen. “The importance of digital in the marketplace is going to be sustainable for decades. You’re not going to put the genie back in the bottle as it relates to engaging digitally and creating content digitally.”

    Shantanu Narayen, Chairman and CEO of Adobe, discusses how the pandemic has created another “inflection point” in the move toward digital transformation:

    Digital Transformation Is A $120 Billion Opportunity

    It was a good quarter all around. All of our businesses performed exceedingly well. On the Creative Cloud and the Document Cloud, not only did we have a great acquisition. in other words, new customers adopting the platform, but we really focused on engagement and demonstrating the value of our products to our customers. Even our retention levels came back to pre-COVID levels which we believe is a really good sign.

    What’s happening in the world is the businesses that we’re in, namely creativity and enabling people to tell their story, what’s happening with documents and accelerating document productivity, and what’s happening associated with every single enterprise needing to engage with their customers digitally, when you add all of this up we think it’s over a $120 billion of an addressable market opportunity for Adobe.

    Pandemic Was Inflection Point For Everything Being Digital

    What the pandemic and the current health situation has done is that it has created yet another inflection point for everything being digital. What we will have to continue to monitor is what happens in the spending environment. But as it relates to the overall need for the kinds of solutions that Adobe provides as well as the importance of digital in the marketplace I think that’s going to be sustainable for decades. You’re not going to put the genie back in the bottle as it relates to engaging digitally and creating content digitally.

    We believe that we’re in this third phase of what is happening in the enterprise. Traditionally, businesses first focused on automating the back office, and then they focused on automating the front office for knowledge workers. It’s absolutely clear that the biggest imperative that exists in the enterprise today is how do you engage with customers? This is a category that we call Customer Experience Management.

    Customer Insight Is Key To Your Digital Transformation

    If you’re an enterprise today and you’re thinking about digital transformation, what’s top of that stack in terms of where you have to invest is to make sure that you have insight into what your customers are doing. How are they engaging with you? What’s the profile? How do you deliver the personalized experience?

    We really believe that what you’re seeing in the enterprise spend environment is that the companies that are focused on this next generation of delivering customer engagement, the customer experiences, and the insight associated with how to take the most advantage of that data, they’re going to be the secular winners moving forward.

    Adobe CEO Shantanu Narayen: Pandemic Was Inflection Point For Everything Being Digital
  • COVID Accelerated Digital Transformation, Says DocuSign CEO

    COVID Accelerated Digital Transformation, Says DocuSign CEO

    “We have seen significant acceleration since the COVID-19 pandemic,” says DocuSign CEO Dan Springer. “A significant portion of that (increase) was due to increased use cases from customers driving that digital transformation faster with services like DocuSign. We don’t see customers going back. Once they’ve got the benefits from that efficiency in their business, the better customer experience, and the better employee experience, they’re going to stay in a digitally transformed world.”

    Dan Springer, CEO of DocuSign, discusses how the COVID-19 pandemic has accelerated digital transformation and he says that businesses are not going back to a manual world:

    COVID Pandemic Accelerated Digital Transformation

    We’ve been really pleased with the growth we’ve had since going public a few years. We have also seen significant acceleration since the COVID-19 pandemic. It’s obviously a horrible pandemic and our number one priority has been the health and wellbeing of our employees so we can take good care of our customers. As you can see in our Q1 earnings we did see an acceleration of our bookings to 59 percent.

    Traditionally, if you look at the billings-type metric they have been in the mid-30s’. A significant portion of that (increase) was due to increased use cases from customers driving that digital transformation faster with services like DocuSign.

    Companies To Stay In This Digitally Transformed World

    One of the things we’ve seen with the pandemic impact is that it has really accelerated the path that companies were already on to drive that digital transformation. We don’t see companies after the pandemic settles down going back and saying they want more paper and more manual processes.

    Once they’ve got the benefits from that efficiency in their business, the better customer experience, and the better employee experience, they’re going to stay in a digitally transformed world. They are going to use DocuSign and other fantastic services to do that.

    The Future Is Going To Have eSignature At The Center

    We really think that the future is going to have eSignature at the center of what we call the overall Agreement Cloud. Companies want to be more agreeable. They want to be easier to do business with and be easier to do business for. They’re going to not just use DocuSign for signature but all of the other components of preparing agreements and managing those agreements digitally once they’ve been created. That’s why we’re excited about our very robust future.

    We just past a billion dollars in revenue (for DocuSign eSignature). We are only four percent penetrated today and we’re six times larger than the next biggest player in the space. There’s not a lot of penetration yet in that core business. Notary is still predominantly done manually. We are making investments there. We believe we can bring the same ease of use that we brought to eSignature we can bring to notary.

    AI To Power The DocuSign Agreement Cloud

    Much bigger than that, even expanding upon the opportunity of eSignature is that broader Agreement Cloud opportunity. We think this is the next big cloud opportunity. You are going to see companies increasingly say I don’t just want to do the workflow and signature. I also want to drive the creations of those agreements. I want to think about artificial intelligence and search capability to manage my agreements. This would enable me to actually manage my business and make my company more agreeable.

    Those are some of the investments we’re making. That’s why we just finished the acquisition of Seal Software last month so we can bring additional artificial intelligence and analytic capability to help people run their businesses better.

    COVID Accelerated Digital Transformation, Says DocuSign CEO Dan Springer
  • Adobe/Microsoft Collaboration Brings Full PDF Support to Teams

    Adobe/Microsoft Collaboration Brings Full PDF Support to Teams

    Adobe and Microsoft are collaborating to bring full PDF viewing and editing support to Microsoft Teams.

    Microsoft Teams is the leading corporate messaging platform. Until now, working with PDFs was a weak point, one that has been solved by close collaboration between Microsoft and Adobe. Collaboration between the two companies allows Adobe Acrobat to be the default PDF handler for Team, providing full viewing and editing support.

    “The Acrobat app in Teams allows for viewing, editing, exporting, organizing, combining, converting, compressing, protecting, accessing PDFs from Teams chats, channels, OneDrive or SharePoint,” writes Tulika Gupta, Adobe Senior Product Marketing Manager, Strategic Partnerships & Integrations. “You can use Acrobat for Microsoft Teams as a Personal Tab, Bot, Tab, Message Action, or Message Extension. We had also added Single Sign-On (SSO) and introduced the personal tab — a home page for curating all your recent documents, tools, and collaboration into one view.”

    The improved integration should go a long way toward streamlining workflows.

    “Given Teams is where you’re already having the conversation with your colleagues, there is no longer the additional burden of providing context (say goodbye to those emails),” Gupta adds. “You can also get notified when comments are added to PDFs directly in Teams. All comments get recorded on a single version of the PDF stored in SharePoint or OneDrive (by default) as the ‘single source of the truth.’”

    The integration of Acrobat and Teams demonstrates what is possible when companies work together to make their products and services interoperable.

  • AWS CEO Pitches Cloud Cost Savings but Customers Not Convinced

    AWS CEO Pitches Cloud Cost Savings but Customers Not Convinced

    AWS CEO Adam Selipsky is trying to convince customers that cloud computing can save them money, but many are unconvinced.

    Amid an uncertain economy, companies are looking to cut costs everywhere. Selipsky is touting cloud computing as a way for companies to save money, according to Business Insider.

    “When it comes to the cloud, many of our customers know they should be leaning in precisely because of economic uncertainty, not despite it. The cloud is more cost-effective,” Selipsky said, adding: “If you are looking to tighten your belt, the cloud is the place to do it.”

    Despite the CEO’s confidence, many customers are not convinced that cloud costs can be kept under control. Pay-as-you-go cloud computing sounds good, but costs can quickly escalate as companies begin to scale up.

    “Especially in the past month and a half, the volume of inbound calls we’re getting from startups saying, ‘We need to cut our costs dramatically’” has increased, Ken Cheney, the chief revenue officer at Ternary, told Insider. “It’s the macro conditions, right? Suddenly spending money like a drunken sailor doesn’t make sense.”

    This isn’t the first time cost has come up as a concern with cloud computing. In August, Anodot’s State of Cloud Cost Report found that 50% of IT executives said it was proving difficult to control cloud costs.

    Unless costs are managed carefully, it’s quite easy to lose track of what’s being used—especially for organizations with large development teams that move quickly and tend to try new things. Misconfigurations, over-provisioning, and forgotten resources that have been provisioned but abandoned are the bane of cost management for DevOps teams. Unfortunately, for many organizations, the surprise costs only show up when the monthly invoice arrives.

    If companies continue to struggle with cloud computing costs, AWS and others may have their work cut out convincing customers to continue spending money.

  • Google Will Be Required to Delete False Search Results About People

    Google Will Be Required to Delete False Search Results About People

    EU citizens will have the ability to take back their online presence, thanks to a new ruling requiring Google to delete inaccurate results.

    According to Politico, the ruling came about in a case involving two investment managers that wanted Google to delete search results linking to articles about them, articles they said contained inaccurate claims. Google refused, saying it had no knowledge of the accuracy of the claims.

    The Court of Justice of the European Union has ruled in favor of the investment managers, allowing them to trigger the EU’s GDPR “right to be forgotten” clause.

    “The right to freedom of expression and information cannot be taken into account where, at the very least, a part – which is not of minor importance – of the information found in the referenced content proves to be inaccurate,” the court said in a press release.

    The court ruled that citizens would need “to provide only evidence that can reasonably be required of [them] to try to find,” to prove that search results contain inaccurate claims about them.

    “We welcome the decision, and we will now study the text of the CJEU’s decision,” a spokesperson for Google told Politico. “The links and thumbnails in question are not available via the web search and image search anymore; the content at issue has been offline for a long time.”

  • Verizon Test Drive Lets Users Test Company’s 5G Network

    Verizon Test Drive Lets Users Test Company’s 5G Network

    Verizon is letting users test drive its 5G network without any commitment for 30 days

    Verizon is competing with T-Mobile and AT&T for the 5G market, although both it and AT&T still have quite a bit of ground to cover in their efforts to catch up. Verizon is hoping a free test drive will help, offering users 30 days to try “America’s Most Reliable 5G Network” with “no strings attached.”

    “There is no better time to switch to Verizon than right now and we are confident that once you take a test drive, you’ll wonder why you ever settled for one of the discount carriers,” said Chris Emmons, vice president of devices and accessories at Verizon. “So confident, in fact, that we’ve created Verizon Test Drive, a simple, seamless way for new customers to try out our network and services on an unlocked eSIM smartphone, for free, over a 30-day trial period without any contractual obligations.”

    The Verizon Test Drive will give users full access to the company’s fastest 5G Ultra Wideband network, its 5G Nationwide network, as well as its 4G LTE network. Potential customers will also have unlimited talk and text, as well as up to 100 GB of 4G and 5G data, and 480p streaming. Individuals can try Verizon’s service with no credit check, and without losing their existing service.

  • 7 Top Ways To Create A Great Customer Experience Strategy

    7 Top Ways To Create A Great Customer Experience Strategy

    The importance of customer experience can be realized with the fact that brands are willing to spend nearly $641 billion on customer experience-enabling technology in 2022.

    Companies are now selling a brilliant customer experience to beat out the competition and develop their revenue growth instead of relying on unique selling points or brand strength as their competitive advantage.

    And there is a good reason for it. Bad customer experience is causing loss of 9.5% revenue to companies.

    On the other hand, consumers are 3.5 times more likely to purchase more from companies offering high-quality customer experience (CX).

    Indeed, a good CX is the foundation of a successful business but how to achieve it for your business? 

    In this article, you will learn about the top seven strategies to create a great customer experience.

    Let’s start!

    1- Define Goals and Objectives

    Before designing your customer experience strategy, first, define your core business objectives that show the actual purpose of your CX strategy.

    Ask yourself, do want to:

    ● Attract new customers?

    ● Retain existing customers?

    ● Embark into a new market or industry?

    ● Enhance your brand visibility in the market?

    Besides, also set other targets, such as the timeline required to implement the strategy, your budget, and other required resources.

    Answering the above set of questions will help you figure out the right strategy that works best for your business.

    2- Map Out Your Target Customer Personas

    Developing detailed customer personas will help you know the types of journeys that B2B and B2C customers wish to take while shopping. 

    Personas will guide companies to build a CX strategy that works for every customer. As a result, they will be able to match up customers to their preferred journeys. 

    To create a precise customer journey map, start with gathering insights into your target audience and existing customers. 

    For example:

    ●  Collect their demographic details, like age, gender, location, etc. 

    ●  Find out their professional background 

    ●  Find out the income group they belong to

    ●  Explore the audience’s interests, etc.

    Besides, closely observe your existing customer base. Analyze the entire details of your existing customers including their purchase records that you have to understand their requirements.

    3- Organize and Consolidate Support Requests

    Opening up more channels for support, such as emails, live chats, social channels, and phones are vital for a good CX service. However, managing different channels is a big challenge. Failing to respond to the customers’ issues drives their dissatisfaction, causing damage to the brand’s image. 

    Hence, the use of a help desk ticketing system is highly suggested. It is a software designed to organize, prioritize, and consolidate support requests from different sources. 

    Using the help desk ticketing system, organizations can quickly assign inquiries to the most relevant agent, provide context to customer interactions, and track customer inquiries. 

    It also has a shared inbox, through which all support staff members can coordinate among themselves and resolve the customer issues quickly and smoothly.

    4- Listen To Your Customers

    A successful organization always has a process in place to listen to their customer, also known as the ‘voice of customer’ (VOC).

    Resolving customer issues only when they directly approach you is not sufficient to improve CX. You need to understand their actual experience when they are doing business with your company. In other words, you should conceive your consumer’s problems as information to create a CX strategy.

    A great way to understand customers’ experience with the brand is to use a VOC platform. The platform gathers data from the customer service department, customers’ social media profiles, dedicated groups, customer surveys, and other outward-facing sources.

    The data collected from different sources will give clarity about what drives customer satisfaction or dissatisfaction. It will also suggest to companies the ways to solve the customer problems, instead of simply responding to the query or the issue.

    5- Build Emotional connection

    Customers are 3 times more likely to purchase and recommend your product or service if they have an emotional connection with your brand. 

    Forging emotion in the relation to customers fosters retention and loyalty. Therefore, brands thrive the most that develop emotional connections with their customers.

    The best way to do this is to personalize your communication while connecting with your customers. Here communication entails every possible means, such as email, chat, or phone.

    Here are some of the most effective ways to personalize communication:

    ● Introduce yourself to your customer by your name.                 

    ● Address customers by their name.

    ● Talk with a personal and human touch.

    ● Respond in the form of a new question, advice, or confirmation.

    ● Send personalized birthday emails.

    ● Show a friendly attitude.

    6- Train Your Customer Care team

    By now you know your customers’ perceptions about the quality of your service. Plus, you have already defined the customer experience principles you need to execute. 

    The next step is to use a quality framework to improve the customer care service. A quality framework includes identifying the training requirements of each individual member of your customer support team.

    It also involves the assessment of the quality of phone and email communication based on basic and predefined customer experience principles.

    The advanced level of quality framework incorporates scheduling and tracking your team’s improvement through eLearning, coaching, and group training.

    7- Calculate the ROI of CX

    Quantifying the value of your CX is essential to know if the efforts and the investment put in your team, process, and technology are giving results and paying off.

    However, measuring CX is one of the biggest challenges organizations face mostly because of conflicting information and difficulty in providing a clear CX forecast, articulated in numbers.

    Yet companies look for the most feasible solution to measure the ROI from delivering a great customer experience. The most accepted solution is the formula for calculating the ROI of CX that goes like this:

    Customer experience ROI = Return / Investment

    In some cases, the formula is broken down into smaller elements for more clarity, such as:

    Customer experience ROI % = (Benefits – Investments) / Investments x 100

    Summary

    Improving customer experience involves everything from the level of service to how well products fit into consumers’ lives.

    Happy customers are more likely to recommend to others and help grow your business.

    Hence, if you aim to achieve success as a brand, it is time to focus more on learning from your failures, create strategy-based CX principles, and leverage technology-driven solutions to build deeper connections and relationships with your customers.

  • How the Ecommerce Theme You Choose Helps to Deliver the Best Brand Experience

    How the Ecommerce Theme You Choose Helps to Deliver the Best Brand Experience

    Ecommerce is a lucrative market for many businesses. By now, nearly every retail brand has either started or is working on launching an ecommerce store.

    Global ecommerce revenue is projected to reach 5.4 trillion US dollars by 2022. Therefore, more and more retailers have jumped into the ecommerce space to make more money. With increasing competition, however, it has become crucial for ecommerce businesses to deliver the best brand experience for improved customer retention and brand loyalty.

    The choice of your website’s ecommerce theme plays a vital role in preparing an UX-friendly digital destination that helps to acquire more customers.

    What is an ecommerce theme?

    An ecommerce theme is a pre-built design that you can select for your online store. It helps to deliver the best user experience to your customers.

    Why is the choice of your ecommerce theme significant?

    Around 40% of site visitors will stop interacting with your site if the layout is unattractive. Selecting the right ecommerce theme for your online store helps your customers to do business with you with ease.

    What features should you look for in your ecommerce theme?

    The features that you should have in your site depends on the kind of website that you are looking to build.

    That having been said, here are the top features you should look for in every ecommerce theme:

    Responsive Design

    A responsive website is mobile-friendly. Having a responsive site design ensures that your website’s look and functionality stays the same irrespective of the browsing device. It doesn’t matter whether the visitor is visiting your store using a mobile device or a desktop, they will be able to complete the purchase easily.

    A responsive design also has a positive impact on Google rankings, because Google and other search engines consider site design, user experience, and mobile browsing experience before ranking a website.

    Hence, a responsive website has more chances of ranking higher in the search results as compared to a non-responsive site. Besides, a responsive site is easy to maintain and cost-effective.

    Speed

    Faster loading websites naturally offer a more smooth user experience. Google and other search engines now consider site speed in their ranking algorithm.

    The recent Page Experience update from Google takes into account Core Web Vitals as a key ranking algorithm factor. Core Web Vitals comprises metrics such as LCP (Largest Contentful Paint), FCP (First Contentful Paint), and FID (First Input Delay), which collectively measure the real world user experience. Sites that pass the Core Web Vitals test have the best chances of being placed higher in the search results.

    You can use the Page Speed Insights tool to check the page speed score of a website. The higher the score, the better would be the UX and organic rankings.

    Therefore, before selecting a theme, you should conduct some research on the theme loading speed. Sometimes, fancy elements and design don’t matter much when compared to simple site design with a high speed.

    Ease of Use

    You should always select an ecommerce theme with a simple and easy to use navigation.

    For example, your theme should have a search bar, because often visitors are looking to search for a particular product to complete the purchase. If your site doesn’t have a visible search bar, then it might lead to poor conversions and a high bounce rate.

    Opt for a theme that has nicely designed “breadcrumb navigation” and prominent category and subcategory links. Besides, the CTAs should be large and clear. There are maximum chances of conversions when the CTAs are placed higher in the page leading to more clicks.

    Security

    Website security is crucial for a good user experience. Google takes website security very seriously. Make sure your ecommerce site offers good security.

    Opt for an SSL certificate and pick a trustworthy web host. Ensure, your ecommerce theme does not have any vulnerabilities that makes it easier for hackers to steal customer data.

    Support for integrations and widgets

    Most of the time, you will realize that it is much easier to install a widget or an app to add an additional feature to your online shop.

    You can find essential apps and plugins in the respective directories of your ecommerce platform. Plugins are powerful because they let you add beneficial functionalities to your store without the need to hire a developer. You can easily search and install a plugin of your choice to add different functionalities to improve UX and SEO.

    Hence, you should see whether your chosen theme is compatible with the plugins you plan to use. You should select an ecommerce theme that offers the support for maximum plugins, apps, and widgets.

    Final thoughts

    Building and managing your ecommerce business is challenging nowadays. The choice of your ecommerce theme decides the future of your online business.

    An SEO friendly store layout helps to acquire relevant organic traffic to your site. Besides, an UX-friendly theme keeps customers happy as it improves conversion and retention, which are significant to boost your online revenue.

    You should have a brilliant online marketing strategy, powered by a robust ecommerce theme to drive more qualified traffic to your site.

  • Customers Will Be Able to Use Venmo for Amazon Purchases

    Customers Will Be Able to Use Venmo for Amazon Purchases

    Amazon is prepping support for Venmo as a payment option, with plans to make it available in time for the holiday season.

    Venmo is a popular secure payment platform owned by PayPal. Amazon announced that it will begin supporting Venmo on Amazon.com, as well as within the Amazon app. Support will begin rolling out to select Amazon customers today, with full support in the US in time for Black Friday.

    “We want to offer customers payment options that are convenient, easy to use, and secure—and there’s no better time for that than the busy holiday season. Whether it’s paying with cash, buying now and paying later, or now paying via Venmo, our goal is to meet the needs and preferences of every Amazon customer,” said Max Bardon, vice president of Amazon Worldwide Payments. “We’re excited to continue to offer customers even more options when it comes to how and when they want to pay for their order.”

    Once support is added, customers will be able to set up their Venmo account as a payment option and select it when making a purchase.

    Credit: Amazon
    Credit: Amazon

    “We know that the Venmo community of nearly 90 million users value the safety, security, ease, and familiarity that paying with Venmo helps to bring to the checkout experience,” said Doug Bland, senior vice president and general manager, head of consumer, PayPal. “The ability to pay with Venmo on Amazon continues our ongoing commitment to offer the community more ways to spend, send, receive, and manage their money with Venmo.”