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One of the most iconic stories of customer experience marketing comes in the form of a tale about a stuffed animal named Joshie the Giraffe. A family was on vacation, staying at the Ritz-Carlton on Amelia Island, Florida. At the end of their stay, they hastily left the resort and left behind their young son’s treasured stuffed giraffe. The father called the resort to let them know he had explained to his son that Joshie was not lost;...

With companies striving to stay one step ahead of their competition, the customer has become more valuable than ever before. Companies are moving towards more customer-centric models while trying to define exactly what the term means. While the concept is nothing new, the phrase “customer-centric” is starting to see a lot more screen time. So what exactly does it mean to be customer-centric, and how can companies improve their customer-focused interactions? Customer-Centricity: What is it, Exactly? The term is...

Steve Cannon, the CEO and president of Mercedes-Benz USA, has said that “Customer Experience is the new marketing.” Companies and customers alike have embraced this notion, and for this reason, companies are competing on customer experience now more than ever. With so much noise in the digital space, it takes more than slick copy and ads filled with big promises to foster customer loyalty. Loyalty requires an experience that not only keeps customers onboard, but also motivates...

The origin of the phrase “a picture is worth a thousand words” has been credited from Fred R. Barnard in 1927 in the Printers Inc. magazine back to an ancient Chinese proverb. While the birth of the phrase remains in doubt, almost everyone is familiar with the concept. Those in the world of Neuro Linguistic Programming (or NLP), have discovered that most people prefer a primary channel of communication. Some people are auditory, meaning they comprehend and...

There are numerous digital communication solutions available to both customers and companies. These solutions provide contact channels that can be accessed quickly, easily, and conveniently. However, when it comes to online customer service, companies are finding that along with all of that convenience, they are also facing new headaches and challenges. In fact, sometimes online customer service can be more complicated than offline customer service. What are those challenges and how can they be handled? Lengthy Resolution Times According...

Companies are starting to realize that just focusing on good customer service is quickly becoming a thing of the past.  Companies that want to compete in today’s marketplace must focus on the overall customer experience (CX). This is likely due to the rise of digital and mobile platforms; customers have more touch points along their journey than they ever have before. Even companies who understand the importance of an excellent customer experience weren’t exactly sure if they...

Lately it seems like everyone is talking about AI (Artificial Intelligence) and its impact on customer interactions. In the world of digitally based enterprises, companies are exploring every way that AI can assist in providing a better customer experience. This has led to a burgeoning interest across many industries in what is called Conversational AI. What is Conversational AI? At SaleMove, we define Conversational AI as the use of artificial intelligence in real-time customer communications. Most commonly, Conversational...

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that CoBrowsing and Screen Sharing are one and the same when in reality, they’re not. So what is the difference between the two models and how does adapting a CoBrowsing solution improve the overall customer experience? To answer this question, we need to identify and define the two concepts individually: Screen Sharing Anyone who has worked...

“The days of begging for a job are gone. It’s a candidate’s market. We send them ‘thank you’ notes after interviews now.” This quote exemplifies one reason why companies should take a good look at their employee experience. That quote is from Ana Recio, the head of global recruiting at Salesforce. To put her take on things into perspective, Salesforce is hiring about 6,000 people a year to keep up with their 30% annual growth. Employee engagement is...

Recently, call centers across the globe have been re-imagining their operational focus to become “contact centers”. This is likely due to the fact that with changes in technology, companies are realizing that the customer journey involves much more than just a single sales or customer service interaction on the phone. Especially with the rise of mobile communication, more channels are being used for customer contact. To put this into perspective, customers can now connect on an average...