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While everyone wants to feel empowered and cared for by their insurance agent, few things can squash those happy vibes like getting a little too much attention. And once your client’s enthusiasm starts to fade  — once she starts to question your motives — you run the risk of losing her to a competitor. Here are three things to keep in mind if you want your clients feeling engaged without suffocating them: 1. Create an accessible content repository. Sometimes,...

Any developer can attest to the fact that the greatest feeling while programming is the one we get when we fall into “the zone”. The biggest obstacles to getting into the zone are interruptions. An interruption can come from anywhere, like construction workers outside the window or laughing coworkers. One of the most significant, however, is when a coworker asks a question. Asking the question itself is not a bad thing - if it helps save...

In the Fall of 2013, Amazon launched a groundbreaking customer service feature available on their HD products. "Mayday" enables users to visually connect with a remote customer service agent with a single click. A small video feed pops up and allows for a natural, personalized interaction. Furthermore, the user’s device screen is visible to the support agent, allowing them to see the problem at hand, annotate the screen and explain procedures in the interface. Amazon CEO...

The term "omni-channel" has become very buzzy within the retail world. From automotive sales to luxury retail, executives have omni-channel on their minds. One of my friends recently took a job as a buyer for a major retailer in NY and within her first week she heard the word almost every day. Some companies even have resources dedicated solely to omni-channel strategy. But what does omni-channel really mean? This post shares what we have learned in...

"When the opponent is just beginning to plan its strategy, it is easy to strike" - Sun Tzu So your company website is looking crispy, its extremely fast and everything is perfectly optimized. You're blogging, email marketing, retargeting and buying keywords on Google. Now, what happens when someone submits a lead on your website? Do you get back to the person immediately, later that day or sometime that week? A prospect generally submits their information for a...

It has only been two years since Microsoft purchased Skype for $8.5B (at a time when Skype was generating around 800M in annual revenue). While Skype's revenue may have grown slightly since then, I would bet the farm that that the software will be dead (or in a vegetable state) in less than 5 years. Is that a bold statement? Not especially because if you think about it, what does Skype really have going for it at this...

Throughout my life I have spent hundreds of thousands of dollars hiring contractors. I have usedOdesk, Elance, Houdini, Fiverr, Amazon Mechanical Turk and many other services that have assisted me in hiring and managing people all over the world. That said, I lost time and money before I finally started to understand how to properly hire and work with contractors. This post is some distilled lessons that I can share from my experiences. SaleMove is based out...

Lets talk about "chat-speak" for the modern day consumer. Chat has been around for almost 20 years and in that time there are a few phrases that have become staples. "How may I help you?" (a question that is as old as retail) is one of these phrases and is the most common way to start a conversation. Lets take a look at 3 reasons to stay away from classic chat phrases and then lets look at...

Chances are when you think of internet advertising your are thinking of purchasing keywords on Google. Given that Google has ~75% of the search market, it definitely makes sense to concentrate advertising efforts there. That being said, your dealership may want to take a second look at Facebook. Unlike advertising on Google, the goal of Facebook advertising is not really to drive clicks to your dealership websites. Instead, you should think about Facebook as the new...

In design, the concept of “the crystal goblet” explains that a glass should be made of a clear material in order to showcase the liquid that it holds. In other words, the best tools are those that let the content or the message shine through. When it comes to communicating with online customers in real-time, the tools we use should be “invisible” — this means that they are so easy to use that they allow us...