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Customer Engagement, Customer Experience, Customer Support, Podcast

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Kerri Nelson, co-founder and CEO of CustomersFirst Now, a customer delight company that specializes in customer-centricity and grabbing hold of the customer experience through customer journey mapping. Having been in the shoes of the customer herself and having worked in the customer experience field for many years, she decided to leave corporate America and start her own business nearly 3...

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Business, Customer Engagement, Customer Experience, Customer Support

If you were to ask yourself “What’s the key to winning over a customer”, what would you say? In year’s past, answers like “price”, “product” and “speed of service” would have been at the top of the list. And while those answers are certainly still important in making a sale, studies show that by 2020 one key factor will trump them all as the key differentiator in winning over customers: the customer experience (CX). CX is...

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Business, Customer Engagement, Customer Experience, Customer Support

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...

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Customer Engagement, Customer Experience, Customer Support, Omnichannel, SaleMove

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...

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Bots, Customer Engagement, Customer Experience, Customer Support, Omnichannel, Product, SaleMove, Technology

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...

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Customer Engagement, Customer Experience, Customer Support

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...

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Customer Engagement, Customer Experience, Customer Support

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...

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Customer Experience, Customer Support

Companies are starting to realize that just focusing on good customer service is quickly becoming a thing of the past.  Companies that want to compete in today’s marketplace must focus on the overall customer experience (CX). This is likely due to the rise of digital and mobile platforms; customers have more touch points along their journey than they ever have before. Even companies who understand the importance of an excellent customer experience weren’t exactly sure if they...

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Customer Engagement, Customer Experience, Customer Support

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...

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Bots, Customer Support, Technology

Lately it seems like everyone is talking about AI (Artificial Intelligence) and its impact on customer interactions. In the world of digitally based enterprises, companies are exploring every way that AI can assist in providing a better customer experience. This has led to a burgeoning interest across many industries in what is called Conversational AI. What is Conversational AI? At SaleMove, we define Conversational AI as the use of artificial intelligence in real-time customer communications. Most commonly, Conversational...

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