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On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shep Hyken, Founder and Chief Amazement Officer of Shepard Presentations, a management consulting agency that helps clients develop a customer service culture and loyalty mindset. He is also a true titan in the world of Customer Experience and a sought-after speaker. When asked to define customer experience and how it differs from customer service, Hyken said that CX leaders used...

Omnichannel Customer Engagement (OCE) revolves around the ability to deliver a consistent experience across all of a company’s channels. Whether a customer uses live chat, a call center, or speaks directly with a representative face-to-face, customers expect the quality of the interaction to be seamless regardless of the channel. A company’s strategy for OCE is important. The Aberdeen Group found that companies with the best omnichannel strategies retained 89% of their customers, as opposed to only...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, a company that provides advisory and leadership enablement services to marketing and customer experience professionals. When asked to define customer experience enablement, Lynn said it is a phrase she had coined and is a bridge between the voice of the customer (VoC) and the customer engagement efforts. When a business asks their customers...

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...

Of all the features of our omnichannel customer engagement solutions that we demonstrate, CoBrowsing most often elicits the biggest reaction. It’s awesome to see the benefits of true collaborative browsing - especially because our CoBrowse solution is so seamless. Today, we are excited to announce the launch of a CoBrowsing experience that allows you to provide yourself with a live, real-time demo of our technology whenever and wherever you’d like. No need to schedule time with one...

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...

Using Live Web Observation to Improve Customer Support As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of industry, customers expect immediate support, accurate answers to their questions, and ultimate convenience. It’s simply not enough to just be better than your competition. Instead, you’re expected to match the experience offered by companies like Amazon or Apple. Providing an experience that meets or exceeds the heightened expectations of the customer is difficult....

It’s no secret that today’s consumer is finicky- they have high expectations and low patience for anything that isn’t top of the line. This means in order for businesses to be successful in today’s market, they need to provide a quality product, and customer experience to match. While a majority of enterprises believe that cost trumps all, they are sadly mistaken. The truth is, most consumers are okay with spending a little more money on something...

Creating the Unbroken Customer Journey As more companies begin focusing less on price and more on customer experience, our mission to create an unbroken, contextual, and more human customer journey becomes critical to the success of the companies who rely on SaleMove to communicate with their customers everyday. Our all-in-one customer engagement solutions enable these companies to have deeper, more meaningful, conversations leading to an increase in sales and a decrease in customer effort. One way we...