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Author: Jeffrey Mack

As a growing number of businesses begin competing more on Customer Experience and less on price, we expect to see a shift in the mindset of companies. Whereas in the past, Customer Experience might have been the responsibility of a single person or department, we fully expect to see responsibility spread and take hold across the entire organization. This seismic shift means that there will soon be more individuals involved in influencing the Customer Experience than ever...

A few days ago, Geoff Teehan, Product Design Director at Facebook, posted an update on the UX Fund experiment he and his former company (Teehan+Lax) conducted 10 years ago. For those of you unfamiliar with the UX Fund, it was essentially a stock portfolio comprised of the 10 publicly traded companies that embodied user experience (specifically on the design side) above all else. The experiment consisted of buying $5,000 in stock for each of the 10 companies,...

This post is a special guest post written by Rich Shugg, Senior Director at AutoBytel. Wikipedia defines revolution (from the Latin word revolutio which means “turn around”) as a fundamental change in political power or organizational structures that takes place in a relatively short period of time when the population rises up in revolt against the current authorities.   And Aristotle described two types of political revolution – the first being a complete change from one constitution to another and the second...

As most of you know by now, SaleMove’s vision is to meet or exceed the in-person customer experience online. When we refer to the “in-person” customer experience, we think about the high-touch engagements that are possible when doing business face-to-face. Seeing someone’s face, hearing their voice, and being present together are all important pieces of the live customer experience. These are the pieces that we strive to bring online. We recently connected with one of our customers...

One of the great benefits of doing business in person is the ability to have a face-to-face interaction. Being able to put a face to a name and shake a hand goes a long way in influencing a purchasing decision. As business increasingly shifts online, how can prospects receive the same level of interaction from the companies they’re engaging with and buying from? At FinovateFall 2016, we provided a glimpse into some of the great ways...

A few weeks ago, we had the pleasure of demoing some of the newest features we've released at the annual FinovateFall. For those of you who were able to attend, fear not! Here's a video of our session. We'd love to hear from you, so please leave a comment or schedule a free demo....

Successful companies understand that the customer experience doesn’t end once the sale is completed. Although not as sexy as marketing and customer service, the customer support center is an important but often overlooked means of improving the customer experience. Companies that offer a multichannel customer support strategy (two or more avenues of contact) are off to a good start. However, an omnichannel approach allows for holistic, smooth contact channel transitions and integrates customer information for an overwhelmingly...

There are many potential touch points between customer and brand that result from a customer’s awareness, advocacy, and eventual purchase or use of a product. Each of these interactions is an opportunity for a company to “condition” the customer’s reaction to the brand, similar to the classical conditioning used by Pavlov on his dogs. The practice of conditioning is eliciting a desired response from customers who are reacting to stimuli presented within the framework of a brand’s...

Most business owners know improving customer experience (CX) can reap rewards like higher revenues, increased customer retention and more new clients. However, according to a global survey by the firm Forrester, only 1 in 5 businesses use the information they gather about CX to explain why their businesses fail or succeed in areas like customer retention. That is a huge missed opportunity. When companies make an effort to measure customer service impact, they not only improve service...

The past few years have seen companies add game-like features into their products to enhance the customer experience, boosting engagement rates by as much as 150%. Starbucks’ new reward program gamifies the purchasing process by allowing users to view a drink as an opportunity to earn stars instead of spending dollars. MOOCs like Codecademy treat courses as games, with smaller milestones and a reward at the end of the class. Gamification is the idea of increasing customer...