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SaleMove Blog

In the last few years, companies have interacted with their customers in increasingly innovative ways. High-context engagement, for one, has exploded in popularity. According to Forrester, only 32 percent of customers trust ads in any channel, meaning that products and personalized customer experience are what makes businesses stand out. One rising trend tied to high-context engagement is CoBrowsing. CoBrowsing is growing to be a highly sought-after, effective tool for context-based online engagement, especially via mobile devices...

  Customer service doesn't need to be a dirty word. In our most recent episode of Movers & Shakers, we chat with Nina Alexander-Hurst, the Vice President of Customer Service & SWAT at BaubleBar about rethinking the way that companies provide service to their customers. We'll also go in-depth to learn just how Nina went about transforming customer service from a cost center to a revenue generator through the creation of BaubleBar's revolutionary SWAT program....

A slice of NPS, Customer Effort, Journeys and Contact Channels Customer Experience can be a voyage through a fog for many companies today. It's unclear who is in charge of it: Is it Marketing? Is it Customer Service? Should it come from the top? Should there be a department that is dedicated to it? It's unclear what technology serves it: Is it part of my CRM? Do I need a web survey? What about telephony and web engagement? Emails? It's...

In this episode of Movers & Shakers, our CEO, Dan Michaeli, speaks to Karl Haller, a leader at IBM’s Retail & Consumer Products Center of Competence and former SVP of Brand Strategy and Customer Engagement at Brooks Brothers. The conversation delves into the importance of leveraging data to inform the customer experience and the value it can have in arming your front-line employees. Karl also talks about measuring the customer experience and the tangible impact that delivering a positive...

As a growing number of businesses begin competing more on Customer Experience and less on price, we expect to see a shift in the mindset of companies. Whereas in the past, Customer Experience might have been the responsibility of a single person or department, we fully expect to see responsibility spread and take hold across the entire organization. This seismic shift means that there will soon be more individuals involved in influencing the Customer Experience than ever...

Over the last decade, the role of Chief Marketing Officer has rapidly evolved. New technologies allow for better personalization, which 86 percent of consumers say play a role in their decisions to buy. Traditional marketing approaches—like “spray and pray” tactics where marketers create messages and simply hope their customers will respond—no longer work. Company leadership has taken notice. According to Gartner, a CEOs’ No. 1 priority for CMOs today is to lead customer experience at their...

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...

Security is one of the pillars of the SaleMove platform. As such, we are constantly looking for ways to improve the integrity of our code, tools, and infrastructure. Earlier this year, when our tech team were deep in the process of migrating SaleMove’s infrastructure to Kubernetes, we attended KubeCon Europe in London. The conference was a blast - amazing talks on the future of the platform and real-world use cases how Kubernetes is powering non-trivial, HA systems....

A few days ago, Geoff Teehan, Product Design Director at Facebook, posted an update on the UX Fund experiment he and his former company (Teehan+Lax) conducted 10 years ago. For those of you unfamiliar with the UX Fund, it was essentially a stock portfolio comprised of the 10 publicly traded companies that embodied user experience (specifically on the design side) above all else. The experiment consisted of buying $5,000 in stock for each of the 10 companies,...

Automation is the name of the game in 2016. Companies like Domino’s and Macy’s are increasing efficiency by using bots as a part of their customer service process. In fact, you’ve likely interacted with one while trying to reach a desired party through an automated phone system. Through an Interactive Voice Response (IVR) system, callers can often access the information they desire without having to talk to a real person. Before you start worrying about bots...