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If you were to ask yourself “What’s the key to winning over a customer”, what would you say? In year’s past, answers like “price”, “product” and “speed of service” would have been at the top of the list. And while those answers are certainly still important in making a sale, studies show that by 2020 one key factor will trump them all as the key differentiator in winning over customers: the customer experience (CX). CX 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...

The recent shutdown of Facebook’s M, a human-assisted AI chatbot, has caused some people to write-off conversational AI. While it’s true that this was a major story and minor strike against AI, we firmly believe reports of AI’s demise are greatly exaggerated. At SaleMove, we’re still very bullish on AI and its role in facilitating meaningful conversations between companies and customers. However, we still believe that in order for AI to be successful, the focus should be...

There’s one simple truth for any company out there providing a product or service: negative feedback stings. The goal for any customer experience is for it to be a pleasant one, so when a customer expresses their dissatisfaction it’s a tough pill to swallow. Negative feedback is rarer than you may think: a typical business only hears from 4% of their dissatisfied customers. The real issue with that number is those that don’t express their complaints...

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...

Technology has made customer support faster and easier. Rather than weaving through an IVR or holding on the phone to receive support, today, consumers usually have the option to request support through the company’s website or other digital channels, like social media pages. While customers can still request support over the phone, more and more customers are turning to digital channels, live chat, as their preferred method. As live chat becomes common, companies and customers are taking...

Offering a Better Banking Experience Through Assisted Experiences With 81% of consumers managing their finances online, banks are increasingly having to rethink their brick and mortar strategy to meet customer expectations. Today’s consumer expects ultimate convenience with the option to bank at all times of day. They also expect lightning fast assistance when transacting or needing support. For as much as consumers can do online, there are still situations where it is necessary for customers to visit a...

The telephone’s place in today’s customer journey Like it or not, the traditional phone call is still the primary method for many customers to engage with companies for support. However, the phone’s place in the customer journey has changed quite a bit. In the past, the origin of a customer phone call was pretty straightforward. Customers would look up a number in the big yellow phone book and dial. With regard to customer-to-company communication, the phone was...