Conquering Fear: Using Cobrowsing & More For Customer Retention

Conquering Fear: Using Cobrowsing & More For Customer Retention

This blog entry was originally featured on November 19, 2015 via our partners at Glance Networks.

By Michael Janowski & Holly Chessman

Fear is an incredible motivator. When I was little, I used to go fishing with my grandfather on Lake Ontario. He taught me the old cliché that to catch a fish, you have to think like one.

Fish enjoy food. Fish enjoy water. Fish enjoy silence. This is what fish understand, and like most living creatures, anything that they don’t understand scares them. Fear is more than enough to drive the fish away… sometimes for good.

As consumers, we often react in a similar way. We avoid what scares us and are skeptical of what makes us feel vulnerable. We don’t want to consume anything that we don’t completely trust. But interestingly enough, that trust (read “brand loyalty”) is often times informed by that fear and vulnerability.

Visual/virtual customer service can be scary for many customers, especially those new to the concept. Customers often are not accustomed to surrendering the control required to fix an issue to someone who is not in the same room. But once you are able to put their fears to rest, online interaction becomes a powerful tool for building consumer loyalty and customer retention.

Leveraging In-Store Pickup For Customer Retention & Referrals

Leveraging In-Store Pickup For Customer Retention & Referrals

By Mark Landiak

October 15, 2015 – Operating in the modern social economy, customer experience is quickly becoming the sole differentiator in branding and winning business. Companies and their competitors alike are realizing that they are now subject to the whims of the consumer, and as a result, must win business through making the consumption process as convenient and hassle-free as possible. This combined with the growth of e-commerce has led to the rise in prominence of in-store pickup policies. Consumers can now further tailor their shopping experience by having their purchases delivered conveniently to their local store location. This adds a distinct flexibility to their every day schedule if they are unable to greet the delivery person at home (whether the reason be work, being out of town, etc.). In-store pickup serves to give the consumer another option and ease the process.

Consumers already do much of their shopping online and before they even reach the point of purchase. Customer demand for front-end transparency has combined with an ever-emerging social review climate. Customer reviewing sites like GoogleGripeO, and Yelp have become huge influencers on the average consumer's purchasing habits. Customers now have the access and resources to go above and beyond in researching what they buy before they buy it.