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Customer Engagement

Remember the movie Back to the Future II? Filmmakers created a landscape of what they thought the world would look like 30 years into the future. They got some things wrong (they were only a year off on their Cubs world series win prediction) and there were other things they got just right. In one scene, Marty McFly talks to his boss on a two-way video chat interface. While the filmmakers correctly predicted that video chat...

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...

Customers, especially those in the digital space, increasingly have  more choices than ever before. Most of us generally assume that more variety is linked to higher levels of satisfaction, but this need not always be true. Choice proliferation without sufficient customer support, which assists the customer during and after the buying process, may be linked to customer dissatisfaction. Businesses that fail to invest in the happiness of their customers are more likely to fail in the...

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...

Now more than ever, Americans are enjoying instant and easy access to a wide range of online services and activities. From shopping and banking to entertainment and social media, we rely on the Internet for almost every facet of our lives. Demand for these services as well as the desire for a personalized online experience have led consumers to regularly offer up personal information to companies and online providers. At the same time, Americans are beginning...

Any experienced salesperson will tell you that their career has been full of peaks and valleys, creating a feast or famine way of life. The factors that determine at which end of the spectrum a salesperson or team may find themselves can be elusive at best. Seasoned salespeople may tell you that they have to wear their lucky shirt to sell their way out of a slump. Veteran closers will sometimes employ tricks like pitching from...

As much as a positive customer service call can turn a casual customer into a loyal one, a mistake-ridden service call can lose a customer for life. According to Brian Solis, principal analyst at Silicon Valley’s Altimeter Group, the customer experience is becoming more important than the product itself. This makes the quality of the calls all the more vital. Consider the opinion of  Paul Greenberg, author of CRM at the Speed of Light and President of...

Effective sales pitches are a vital part of any organization’s path to building a loyal customer base and growing its business. The role of the sales team is to generate new business and ensure lead conversion. In fact, in your average organization, 13% of sales representatives bring in 87% of the revenue. That speaks to the importance of effective sales pitches. Anyone who has worked in a call center would be familiar with the plethora of abbreviations...

The banking industry is notoriously competitive. That means financial institutions must offer an array of services at various rates with different levels of convenience and structure. Credit unions and traditional banks each have their pros and cons. After analyzing the value proposition of credit unions vs. banks, a consumer may benefit in switching from one to the other. While there may be some crossover between the advantages of each type of institution, there are few notable...