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SaleMove Blog

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...

There are many potential touch points between customer and brand that result from a customer’s awareness, advocacy, and eventual purchase or use of a product. Each of these interactions is an opportunity for a company to “condition” the customer’s reaction to the brand, similar to the classical conditioning used by Pavlov on his dogs. The practice of conditioning is eliciting a desired response from customers who are reacting to stimuli presented within the framework of a brand’s...

If you were asked to think of an image that represents the word “infinity” you would most likely think of a sideways number eight, right? That’s the standard infinity symbol. Now let’s think about your buyer’s journey. This journey typically involves three stages. The first stage is Awareness. This is when your prospect is aware that they have a challenge that needs a solution. The second is the Consideration. The Consideration stage is when your prospect realizes...

Today’s business landscape is often in a state of flux. Whether these changes are cultural, economic, or technological, companies are challenged to keep their businesses relevant in the face of an evolving market. No matter how successful a company may be, they can be vulnerable to new trends or rapidly advancing technology. Fortunately, a number of business leaders are able to adapt in times of change. Some are not only able to adapt, but they are also...

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...