All Blog Posts

  • Keep Calm and Wait for Conversion Lag

    Oct 18, 2016 Customer Acquisition Johannes Källgren, VP Insights

    For the third entry in our attribution series we want to focus on an area that is often annoying and messy for both reporting and decision making, and provide you with some tools to help you from tearing your hair out while having to wait 30 days to make a decision. Conversion lag.

    Conversion lag represents the time between when a user was brought to your website through an ad, and when that user ends up making a conversion. The reason this effect is important is that it creates a distance in time between marketing cost and marketing value. The reason this effect is annoying is that the greater that distance is, the longer you need to wait to properly understand the effect of your investments.

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  • The Customer Experience Will Make or Break Telemedicine

    Oct 12, 2016 Customer Experience Vijai Shankar, Sr. Director Industry Marketing

    With rising healthcare costs, health benefits administrators are turning to digital health solutions - especially telemedicine - to help cut costs. This move towards telemedicine is a logical evolution as health plans look to leverage the never - ending growth in new digital technologies to positively impact the industry today and beyond. Telemedicine offers significant benefits to healthcare payers and providers including cost efficiencies, improved access to, and quality of services. Unfortunately, these benefits are only achieved if members use the new technology. In today’s world, that depends on the quality of the customer experience provided.

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  • Make Educated (and Data-Driven) Bidding Decisions Based on Time Attribution

    Sep 19, 2016 Customer Acquisition Johannes Källgren, VP Insights

    For our second entry in our attribution series we want to guide SEM experts to make educated (and data-driven) bidding decisions based on the important attribution aspect of time.

    The question of when a conversion is reported has a big impact on how useful the data is for decision making and how easy the data is to manipulate. The time aspect is also one of the easiest ways advertisers get fooled by the data and draw faulty conclusions from cases such as "infinite ROI" or alarmingly low CPAs.

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  • Hype vs. Reality: Anticipatory Customer Experience in the Age of Digital Health

    Sep 14, 2016 Customer Experience Vijai Shankar, Sr. Director Industry Marketing

    There's a lot of hype around how technology innovations will impact healthcare providers. From the never-ending growth in new digital technologies to increasingly sophisticated chatbots, the buzz is focused on how that’s going to impact the healthcare industry today and beyond.

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  • Why is Customer Service So Bad at Handoffs?

    Sep 8, 2016 Customer Experience PV Kannan, Co-founder and Chief Executive Officer

    You might be wondering why I've chosen to use a picture from "Young Frankenstein" to accompany an article about customer service. Like many people, I've been thinking about the comic genius of Gene Wilder, and remembering this movie monster creation, stitched together from disparate parts. This kind of monster doesn’t just exist in the movies, I thought. It exists in customer service.

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  • The Millennial Factor for Retailers

    Sep 2, 2016 Customer Experience Aneta Ranstoller, Product Marketing Manager

    Millennials, born between 1980 and 2000, are both the 20th century's last generation and its first truly digital one. Known for always being plugged into their mobile phones, tablets, and social media, millennials turn to digital for anything from chatting and texting with friends to researching and making purchasing decisions. Hovering at around 80 million of the U.S. population, they wield tremendous spending power at approximately $200 billion each year. Already a potent force, they will truly come into their own by 2020 as their spend is projected to grow to $1.4 trillion annually and represent 30 percent of total retail sales. Such high stakes require retailers to embrace the digital age and cater to the ambitious demands – and digital requirements – of millennials.

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  • The False Promises Some Chat Vendors Make

    Sep 2, 2016 Customer Experience Ryan East, Marketing Manager

    Omnichannel, predictive analytics, and big data! Oh my! These three terms are just a few of the many customer experience (CX) considerations that have become hot topic buzzwords for chat centers. Unfortunately, the lack of a rigid, standard definition for many of these terms has created an opening for many opportunistic legacy chat vendors. Some vendors are claiming they're able to provide these features to customers with quasi-solutions, misleading claims, and outdated technology. Unless you've spent a decade working in a chat center understanding how these technology capabilities truly work, it can be difficult to know if your chat vendor is providing everything they claim.

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  • 5 Key Consumer Behaviors Critical to Improving Retail CX

    Aug 24, 2016 Customer Experience Vijai Shankar, Sr. Director Industry Marketing

    For today's consumers, digital is a way of life. By analyzing annual holiday season shopping trends, we see increases in usage of digital devices, such as mobile phones and tablets, by shoppers to research and make purchasing decisions. As a result, retailers have turned their efforts to optimizing the digital shopping experience, helping increase incremental conversions, as well as reducing the cost of customer service.

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  • Is Your SEM Attribution Model Lying to Your Business?

    Aug 19, 2016 Customer Acquisition Sam Knapp, Solutions Engineer

    With the recent announcements from Google broadcasting the ability to test out their shiny new "data-driven" attribution model, our customers have not been shy about sharing their impressions and asking [24]7 of ours. Before delving too far into that topic, we’d like take a step back and lay down the basics of SEM attribution and highlight some important points before getting into technical applications and the newest features.

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  • Five Ways for B2C Companies to Scientifically Engineer Revenue

    Aug 18, 2016 Customer Experience PV Kannan, Co-founder and Chief Executive Officer

    Facebook announced this week that companies can now send consumers automated chatbot promotions through Messenger within 24 hours of a customer-initiated interaction. Companies should be cautious however, and make sure they understand the consumer's intent to ensure that they engage that person with the right message in the right moment. This is a great opportunity for B2C companies, but too many times I've seen companies squander revenue opportunities because they lack a scientific approach.

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