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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...

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...

Salesforce has done an amazing job creating what many call “the System of Record” - a platform that contains all customer data. This single source of truth has gone a long way towards allowing businesses to better understand their prospects and customers. But for all the data that the System of Record contains, one area that seems lacking is data on customer engagement. As business moves online, engagement between companies and their customers online becomes a major...

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines, which have drastically simplified and improved the day-to-day operations of customer service agents.  This idea of being replaceable by machines was recently (and expertly) addressed in an iconic Pixar-like ad for University of Phoenix. Although some people have been reluctant to get onboard with artificial intelligence (AI) (and the bots fueled by it),...

A Path Towards Delivering An Optimal Customer Experience It’s no secret that customer expectations are at an all-time high and, for many companies, meeting their demands is a daunting task. To deliver the experience that customers have grown to expect, companies must gain a better understanding of how to provide a more personalized, convenient, and efficient support system. A step in the right direction starts with providing your customers with true omnichannel engagement options. Whether a customer begins...

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that CoBrowsing and Screen Sharing are one and the same when in reality, they’re not. So what is the difference between the two models and how does adapting a collaborative browsing solution improve the overall customer experience? To answer this question, we need to identify and define the two concepts individually: Screen Sharing Anyone who has worked...