CX Demo

Author: Franz Malten Buemann

  • Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

    A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses of her current work at Forrester.  Joana’s latest research ‘Harness friction in customer journeys to…
    The post Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha appeared first on Customer Experience Magazine.

  • Your Guide to 3 Perfect Days of ParDreamin’

    Last fall, the global Pardot community was introduced to the first-ever ParDreamin’, a one-of-a-kind three-day virtual conference stocked with interactive B2B marketing workshops, informative speaking sessions, and surprise guests. If you enjoyed last year’s ParDreamin’ (or found out about it too late to attend), you’ll be glad to know that Sercante is hosting ParDreamin’ again this year, and it’ll be bigger and better than ever. 
    Just like last year’s event, ParDreamin’ 2021 will be free to attend, and you can register at ParDreamin.com before the excitement kicks off on October 27th. For an extra-special ParDreamin’ experience, there’s a paid VIP Package and a paid pre-conference workshop on October 26th.
    Whether you’re a B2B marketing automation novice or a total Pardot pro, there will be a ton of exciting things for administrators, developers, consultants, marketers, and nonprofit professionals to enjoy at ParDreamin’. Your ticket includes access to more than 60 Pardot-focused educational sessions, as well as exciting keynotes and panels from Pardot experts and fun opportunities to connect with the rest of the vibrant Pardot community.
    Here’s a look at how you can get the most out of each day:
    October 27th
    ParDreamin 2021 officially begins with the Marketing with #GoodIntentions keynote, setting the stage for a series of sessions about practicing compassion in B2B marketing as a means of connecting with today’s customers, along with a handful of more technical panels with Pardot pros. 
    Our first day back at ParDreamin’ will close with the much-anticipated Pardot Road Map keynote, where we’ll hear about plans for Pardot in 2022 and beyond.
    These are some of the Day 1 sessions that we’re most excited about:

    Building Successful Digital Transformation Roadmaps
    Hacking Future 101: Creative Ways to Transform Lead Generation with Machine Learning
    Privacy Changes and the Future of Marketing

    See all Day 1 ParDreamin’ sessions here.
    October 28th
    ParDreamin’ 2021 continues with the second-morning keynote, Digital Transformation: Kalmar Marketing Automation, an in-depth customer story about how Kalmar has achieved greater success with automation the last two years. The second day’s closing keynote, Birds of a Feather, will be a roundtable discussion about how to think outside of the box and avoid getting stuck in a rut with B2B marketing.  
    These are a few Day 2 sessions that we’re excited about:

    Leads Are People Too: The Necessity of Personalization in B2B Marketing and How to Incorporate More of It
    Pardot Post-Covid: How Nonprofits Can Use Pardot to Turn One-Time Donors into Recurring Donors
    Changing the Recipe: Updating Your Cookies from Third- to First-Party Tracking

    See all Day 2 ParDreamin’ sessions here.
    October 29th
    The final day of ParDreamin’ 2021 begins with a Demo Jam, leading into a day of tech-focused sessions that will help even the most experienced B2B marketer learn something new and make the most of their Pardot experience. At the end of the day, ParDreamin’ will wrap up with a cozy When Work Flows, Relationship Grows fireside chat featuring surprise guests.
    These are a few Day 3 sessions that we’re excited about:

    Creating Success Through Consistency
    Bridging the Gap Between Paid Ads and Pipeline
    Disrupting Digital Fatigue with Pardot

    See all Day 3 ParDreamin’ sessions here.
    When all’s said and done, there will be 48 speakers, 60 sessions, and 20 hours of content at ParDreamin’ 2021. For B2B marketers at every skill level, it will be a unique opportunity to connect with like-minded professionals, invest in career development, and learn new Pardot tips and tricks. We’re so excited to see the entire Pardot community join together again to share their knowledge and expertise. See you there, October 27th – 29th! 
    To learn more and get ready for ParDreamin’ 2021, register now or browse the full event schedule.

  • Would not recommend – the scariest words a CX professional can hear

    Net Promoter Score has been one of the central topics in conversations between CX professionals for years now. If you regularly read CXM, you know we published many articles on this subject, both from positive and negative points of view. Whether we like it or not, NPS is still widely used for keeping tabs on customer…
    The post Would not recommend – the scariest words a CX professional can hear appeared first on Customer Experience Magazine.

  • How to Train Your Call Center Agents to Exercise Empathy

    Emotional intelligence has always been a hot topic in the customer service world. As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations.
    Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. CX leaders were in agreement – empathy is a huge part of achieving call center success.
    The question is, can call centers improve agents’ emotional intelligence through training and employee engagement strategies? Read on to find out.
    How to Foster Agent Engagement in a Hybrid Contact Center
    What does empathy look like in a call center environment?
    If you’ve ever been frustrated after a customer service experience from not feeling heard, you know how much an experience like that can erode your trust in a brand. And you’re not alone – 89% of customers say they have switched brands after a single poor customer service experience.
    On the other hand, an agent who understands you and follows through on resolving your issue in a timely manner can make you a lifelong customer. A customer service agent trained to use empathy in their interactions has the power to develop a relationship with you even over the phone.

    All it takes is one bad customer service experience to lose a customer. Fostering a culture built on #empathy helps prevent this in your call center. #CX #CustomerServiceClick To Tweet

    Why is empathy so important in customer service?

    DID YOU KNOW?
    US businesses lose $1.7 trillion a year due to poor customer support.

    Empathy is a key tool in your call center agents’ toolbox that helps them to truly connect with your customers, leading to a more pleasant customer experience and fewer angry customers stressing out your agents.
    Here are just a few reasons why empathy is so impactful in customer service:
    It shows you sincerely want to help them.
    Yes, your agents are paid to be there. But customers should never feel like their problems are a burden. Empathy in a call center is one way of showing your company truly cares about them as a person, and not just the money that they are paying for your product/service.
    It allows you to understand their perspective.
    Feeling heard and understood helps to bridge the gap between customer versus call center agent. It can be challenging to build a connection with someone you have never spoken with before – being able to stand in their shoes can help your agents find ways to build trust.
    It humanizes the interaction.
    Contact center work doesn’t involve a lot of face to face customer meetings, so it’s important to make sure their experience feels like an authentic conversation – not a Q&A with a bot. You can reduce customer frustration significantly by talking to them like a person, and not just an account number.
    Train your agents’ empathy skills with these 5 tips:
    1. Evaluate the scenario before responding.
    When it comes to customer interactions, there are no one-size-fits-all solutions. Agents should exercise intuition for each unique interaction, rather than blindly following a script.
    For example, if a customer starts the call enraged about long hold times, it’s better to let them vent while validating their frustrations (‘I hear you, and I’m so sorry you had to deal with that…’). Teach your agents to anticipate the customer’s emotional responses before taking back control and bringing the conversation back on track.

    TIP:
    Long hold times are one of the biggest sources of customer frustration. Call-back technology is a simple solution when your contact center is overwhelmed with high call volumes.

    2. Always consider the customer perspective.
    Agents who are able to balance their role and responsibilities with the perspective of the customer will have a better chance of developing a solution that suits both parties involve. They may even exhibit a greater sense of ownership towards each issue, and can better advocate for their customer’s needs to find a resolution.
    3. Be an active listener.
    By asking clarifying questions during customer interactions, your agents show customers that they are engaged and present in the conversation while gathering a full scope of the challenge at hand. Doing this at the beginning of the interaction will minimize small mistakes in the process down the line as well.
    How Tone of Voice Affects Customer Service
    4. Practice empathy skills through role playing.
    Training in a classroom is one thing, but it all comes down to how your agents exercise these skills during real customer interactions. Role playing is a highly effective way to get your agents comfortable with these new skills. Practice tense interactions with angry “customers” and give them a safe space to make mistakes and learn.
    Useful empathy statements for call center agents.
    An “us” vs. “them” mindset can be toxic in a call center environment. Teaching customer service agents to use empathy phrases helps get everyone on the same page. Since your agents cannot use body language to communicate, it’s best to focus on tone of voice and key phrases they can use to keep their customers positively engaged.
    First contact – evaluating the issue:

    “I appreciate you bringing this to our attention.”
    “I’m sorry to hear that you’re experiencing this.”

    The above phrases are doing a few things all at once. It’s personalizing the conversation through “I” statements, by showing the customer that your agent is aligned with them, while also affirming that the customer was right to reach out about this.
    Mid-interaction – clarifying details:

    “Just so that I’m sure I understand, I’m hearing that…”
    “I can definitely understand how frustrating this is, so let’s…”
    Use acknowledging noises/short phrases: “mmhmm”, “okay”, or “I see.”

    Reiterating the issue back to the customer ensures that everyone is on the same page. Once confirmed, your agents can proceed confidently with putting together a plan to resolve their challenge. Using acknowledging words and phrases also helps empower the customer and reassure them that the agent is fully engaged.
    Final steps – wrapping up the interaction:

    “Leave this with me.”
    “We will get this resolved for you.”

    If the issue can not be resolved immediately, reassuring the customer that the agent has their back will give them a sense of ease. Letting the customer “handoff” the issue to the agent shows ownership and alleviates their stress. Make sure you follow through – otherwise all that work to build that trust will be lost.
    More Empathy Phrases Every Customer Support Agent Should UseThe post Blog first appeared on Fonolo.

  • What will you leave behind?

    Twenty years from now, you will have new skills. New customers. A new title and a new kind of leverage.

    All of this forward motion requires a less celebrated element–all the things you’re not doing any longer.

    To get a new job, you’ll need to leave the old job behind.

    When you have a child, you’ve initiated a process that leads to an adult…

    Often, we try to pretend that growth comes with no goodbyes, but it does.

    Perhaps we can go in with our eyes open, understanding that what we begin will likely end. And when we plan for it, we’ll do it better.

  • The Importance of Marketing Automation in Lead Generation for 2022

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  • Adobe Marketo Engage Business Practitioner Expert Exam

    Hello everyone! My job requires me to take the Marketo Engage Business Practitioner Expert certification and they want me to do it within the next week. The thing is we use a custom version of marketo and the platform is quite different from the standard one which is covered in the exam. Everyone in my team has had to take exam 2+ and pay it themselves after the first time. Does anyone know of any guide or site that straight up has the questions and/or answers? Or anyone has done it recently that can provide some tips? I have very few time to prepare and really need to pass. Any help is very much appreciated!!!
    submitted by /u/littleninja3 [link] [comments]

  • Access denied | matv03.com used Cloudflare to restrict access

    submitted by /u/VincentLMoyers [link] [comments]

  • How to Add YouTube Videos to Your Website: A Step-by-Step Guide

    Video adds value to your website, and the right videos can help drive increased traffic and conversion. As noted by Forbes, users retain 95% of the message when they watch videos compared to just 10 percent by text, making video a great starting point to streamline connection with prospective customers.
    Your best bet for videos? YouTube. With more than two billion logged-in monthly users, YouTube videos now reach 74% of adults in the United States — so it’s no surprise that the platform is used by almost 90 percent of marketers to drive user interest. Ready to leverage video on your site and capture the growing YouTube marketplace? Here’s a step-by-step guide.

    The Benefits of Adding Video to Your Website
    Video rules the digital media marketplace, but popularity alone isn’t enough to drive widespread adoption. In practice, YouTube videos come with key benefits for your site, including:
    Improved User Engagement
    As noted above, visitors to your site retain more information when viewing videos than reading text. This makes it possible to drive improved user engagement by creating compelling content they’ll remember long after they leave your site — and will hopefully bring them back again. YouTube also incorporates features to increase engagement, like sharing options and playlists.
    Reduced User Frustration
    If users have to scroll through walls of text just to find the basics of your brand or understand your value proposition, chances are they won’t stay long. An embedded YouTube video provides a quick rundown of your site as soon as users arrive.
    Simplified Storytelling
    What’s your story? What sets you apart from the competition? This is what prospective customers want to know. While well-written text blurbs can give a general idea of what you’re about, they don’t have the same impact as video-driven stories that showcase your purpose and passion.
    Increased Brand Connection
    Organic marketing is now a critical part of business success. Buyers want to purchase products from brands and people they trust. Videos offer a way to connect with visitors face-to-face and help personalize and humanize your brand from the first moment visitors arrive.
    Best Practices for Adding Videos to Your Website
    While videos offer advantages in capturing and maintaining user interest, there are several best practices to keep in mind to ensure your videos deliver maximum impact.
    Watch your file size.
    When it comes to YouTube video viewing on your website, you’ve got two choices: link or embed. Linking to videos means that users must leave your page to view the content, while embedding allows users to watch the video on your site.
    Although embedding is better for engagement, it’s worth considering your video’s file size — the larger your video file is, the more bandwidth it requires to display on user devices, which in turn can potentially slow down the user experience. Wherever possible, smaller and shorter is better.
    View the whole video.
    Whether you’re embedding a YouTube video you’ve made or one from another creator, make sure to watch the entire video before posting it on your site. If it contains information that’s not immediately relevant or actionable, consider linking to it rather than embedding.
    Check the length.
    Always check the length of your videos. Here’s why: If you embed anything longer than a few minutes on your home page, most users won’t stick around to watch the end. Either trim down the video and then embed it or link out to it with a small description for interested users.
    Consider autoplay carefully.
    It’s possible to have videos play automatically when visitors arrive on your site. This is a contentious issue — some users are vehemently opposed to autoplay and will immediately leave your site. Others don’t mind videos if they offer immediate and helpful information.
    One option here is to create a small and silent autoplay video that provides basic brand information without demanding user attention. Worth noting? Autoplay consumes data without the visitor’s permission, which can be costly for mobile users. Choose carefully.
    1. Find your video
    First, head to YouTube and find the video you want to embed. In this case, we’re using the Introduction to HubSpot CRM video.

    2. Click “Share”.
    Next, click Share at the bottom right side of the screen, which will give you this pop-up menu:

    Here, you can choose if you want the embedded video code or simply want to share the link on social media networks like Facebook or Twitter.
    3. Select “Embed”.
    Select the Embed option on the far left-hand side. You’ll be given a snippet of HTML code, which you’ll paste into your website page to embed the YouTube video.

    4. Copy the HTML code.
    Copy the displayed HTML and return to your website platform. To make things easier, YouTube offers a Copy button that will copy the code directly to your clipboard.
    5. Paste the HTML code on your page.
    Depending on your website hosting platform, the steps for pasting your HTML embed code will differ. If you’re using WordPress, for example, open the post or page where you want to embed the video and then select Text on the right-hand side.

    Then, post your HTML code and select Update. When you navigate to the post or page again, you’ll see the embedded video.
    If you’d rather not bother with HTML, you can also simply copy and paste the video’s URL into your visual WordPress editor. This process starts the same way as the HTML approach: Find your video on YouTube and click Share. Then, head to your WordPress page and paste your URL directly into the editor itself. WordPress will automatically convert the link to an embedded video.
    Capturing Video Value
    YouTube videos can add significant value to your website by making it easier for potential customers to find your content, retain key information, and better understand your brand.
    The caveat? It’s not enough to simply post a video — to get the most value for your visual marketing efforts take the time to review and curate your content before posting to deliver maximum impact.
    Editor’s note: This post was originally published in May 2011 and has been updated for comprehensiveness.