Time for a reality check

VirtualThe word escape is a fickle and deceitful concept, much like Iago in Shakespeare’s play Othello, who plots and manipulates by trapping others in a tangled web of lies and playing on their weaknesses. The first image that comes to mind when thinking of the word escape is usually the structure of a massive and heavily guarded prison, where mean, rugged crooks and gangsters pay their debt to society. The second image that comes to mind is that of personal avoidance, even flight, from something we fear or dread dealing with. Both times, the word escape brings us to consider elements exterior to us. Yet we all try to break free within, on a daily basis, and no hooligans nor specific trembling matters at hand are to blame. We instinctively attempt to escape our own lives.The long for evasion is such that we’ve heedlessly established levels, according to the desired degree of immersed state.

The least hypnotic status is the “passive escape”, reached when watching a popcorn movie. The next level is the “active escape”, attained with intense daydreaming. The last and most effective mesmerizing state is the “passively active escape”, aka “virtual reality”.

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A divine digital era

A divine digital eraIt’s too late to backtrack now. We’re in too deep. We have officially thwarted the laws of nature and defied the Gods. We are condemned to carry the weight of our stilted visionary outlook on life. We mustn’t quiver, but kneel proudly and endure the consequences of our actions, akin to Atlas, sentenced to bear Uranus on his shoulders for leading the Titans in the Titanomachy war against the Gods. That being said, defying the Gods has led both the Titans and us, mere mortals, to a glorious victory. The man-fabricated digital era has revolutionized our primal state into a god-like status. We know all, see all, do all, anytime, anywhere.

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To chat or not to chat? That is the question…

To chat or not to chatSince the dawn of time, mankind has sought ways to better communicate, no matter the challenges at hand. He has grunted, mimed, talked, used body language, sign language, paralanguage; he has scribbled, sketched, written, typed, texted and tweeted. As the Shakespearian voice fades away and is replaced by a not-yet identifiable spoken language,  the written word has taken an unforeseeable spin. The NICT (New Information and Communication Technologies) have made it possible for us to speak, instantly, with a trained professional, through typing or texting, to get information on a desired product or service. Click-to-chat has revolutionized our shopping experience with immediate personal assistance. However, most of us regress to our primitive state when faced with a new high-tech product or service. We stare at it, slowly slide forward, gently tap it before rushing back to our observation post. This article exposes the state-of-the-art creature so you can make an informed decision as: “To chat or not to chat?”.

 

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Online sellers! Rise to the challenge set by Formidable Ecommerçant!

formidable-ecommercant 2

formidable-ecommercant 2

Unless you’ve been living in a cave for the past ten years, it shall come as no surprise to you when I say that we are well-established in a digitalization era. The phenomenon is worldwide and increasing in magnitude. One particularly interesting aspect of this new reality is the rapid growth of the fairly late e-commerce market. Take France for example. According to a study conducted by FEVAD, the e-commerce market increased by 14.3% in 2015, which translates into 64.9 billion euro spent on the Internet. By the end of 2016, the market will have hiked another 10% and crossed the 70 billion euro line in online sales. No wonder some have taken an interest in this novelty.

What is Formidable Ecommerçant ?

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5 ways to give your CX game plan the kick it needs

CX game planA loud brouhaha, a field greener than green, painted faces and waving flags. The whistle blows and kicks-off the game! The UEFA Euro 2016 has caused a sweet frenzy in the air as thousands of fans around Europe gather in hopes of seeing their country reach the finals. All eyes are on the players, who secretly look to their coaches for guidance. The latters are perfecting their game plan to ensure a victory. You can do the same! Use these 5 tips to polish your customer experience strategy!

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How to rationally play on a customer’s emotions?

Play on a customer's emotionsEmotions are part of our human nature. They’re personal, yet common to all. Their stream is constant and unpredictable; subject to tormented waters despite a rationalization of the situation. Shakespeare, Racine, Goethe and many others converted these emotional roller-coasters into theatrical plays appreciated worldwide. The overflowing media has been depicting its own reality for years by playing on people’s emotions. Why not also use our inherent passions to your advantage?

In The Prince, Machiavel reveals how to govern others’ passions to keep one’s power. His advice is geared towards princes. However, the 16th-century Princedoms can also apply to corporations. Keep your customers’ loyalty by owning their emotions.

In his treatise Passions of the Soul, Descartes identifies six “primitive” passions: wonder, love, hatred, desire, joy and sadness. Each one of these emotions can be rationally used to increase brand awareness, conversion rates and customer retention.

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Why get personal with your customers?

Why get personal According to Comarketing, 67% of cyberbuyers say they would rather purchase in a store online offering personalized services. This buyer’s behavior has revolutionized the way we do business. Clients are now the center of attention. They expect to be wooed by their many suitors. They will have no qualms going to a competitor if the suitor does not meet their expectations even though they may be repeat customers. A customized service, much like a courtship, is your best bet to win over the heart of your customers. If nothing else, personalization is a win-win strategy: Internet users live a quality customer experience and the website’s performances improve in all aspects: average cart content, loyalty, conversion rates, etc.

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Customer experience: 7 figures relating to the use of a predictive live chat

7 reasons

Consumers want a quality customer service. The time has come to build relationships and to humanize the browsing experience. Evidently, to offer a quality customer service to your visitors, you have to have the right tools to meet their needs. Predictive live chat solutions give your Internet users a personalized and humanized experience which improves satisfaction, commitment, conversion and average cart rates.

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4 pieces of advice to improve the quality of your chat assistance

4 steps to get the most out of chat assistance

Reactivity must be your ally

Consumers are becoming increasingly demanding, whether it be in terms of the quality of the product, its availability, the speed of the website, etc. But they are also increasingly impatient, particularly when it comes to getting assistance. Incidentally, 63% of French Internet users say that too long of a waiting time is the most “irritating” of circumstances. An estimated too long waiting period is estimated according to the communication channel: 2 to 4 minutes for assistance via phone call, less than 24h via email and less than 2 minutes via chat. Beyond this timeframe, the probability that the visitor gets frustrated and leaves the website is greater. Reactivity is a major challenge since 34% of Internet users find reactivity and availability of the customer service to be one of the main criteria for satisfaction.

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