Top

SaleMove Blog

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...

An outstanding Customer Experience (CX) journey can make or break your business. With good reason, too: satisfied customers come away with a positive impression of your business and can impact its profits. While the overall CX in the US is slumping (59% of companies experienced a decline in customer satisfaction ratings), e-tailers are among the five industries that improved their CX in 2015 ( e-tailers’ ratings rose to 82 out of the ACSI’s 100-point scale last...

Most business owners know improving customer experience (CX) can reap rewards like higher revenues, increased customer retention and more new clients. However, according to a global survey by the firm Forrester, only 1 in 5 businesses use the information they gather about CX to explain why their businesses fail or succeed in areas like customer retention. That is a huge missed opportunity. When companies make an effort to measure customer service impact, they not only improve service...

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...

Up to 85% of customer interactions are predicted to happen without human contact by 2020, according to a study by Gartner. Yet, customer relationships with little to no human contact seem rather far-fetched as conversation and interaction are often the core of any human relationship. However, we have ostensibly been heading in this direction for some time now. The trend towards self-service online customer support, such as FAQ tabs, review systems, and forum discussions has been...

The past few years have seen companies add game-like features into their products to enhance the customer experience, boosting engagement rates by as much as 150%. Starbucks’ new reward program gamifies the purchasing process by allowing users to view a drink as an opportunity to earn stars instead of spending dollars. MOOCs like Codecademy treat courses as games, with smaller milestones and a reward at the end of the class. Gamification is the idea of increasing customer...

Goldman Sachs is changing the traditional banking industry reliant on bank tellers and in-person service. The bank recently launched GS Bank, an online bank that promises a 1.05% APY and requires a minimum deposit of only $1. For a bank with a reputation for wealthy clientele, this shift might have come as a surprising change within its private wealth management arm. GS Bank is an FDIC insured savings bank that evolved from the acquisition of GE...

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...

In the modern-day financial landscape, consumers and businesses are faced with the decision of choosing between either a bank or a credit union. Right now, credit unions serve a little over 100 million members, which includes 43.7% of the economically active population. The growth has been steady for credit unions, averaging between 2-3 million (roughly 2% of the U.S. population) new members per year for the past fifteen years. Banks and credit unions both come with...

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...