CustomersX bietet Vertrieb Beratung an. Aufgrund unserer zahlreichen Projekte konnten wir 4 Schritte zur Verbesserung eines Vertriebssystem identifizieren. In einem ersten Schritt gilt es ein leistungsstarkes Kundenwertmodell zu etablieren. Darüber hinaus gilt es, dieses Modell kontinuierlich weiterzuentwickeln.
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Author: Franz Malten Buemann
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Die 4 Schritte zur Verbesserung des Vertriebssystem | CustomersX
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7 Mistakes You’re Making With Your Newsletter (And How to Fix Them)
Stale, boring email newsletters are all too common nowadays, and for a lot of the same reasons. Here are some of the most common email newsletter mistakes that marketers make.
For as long as brands have been using email to market to their audience, they’ve been using newsletters as a means of updating customers on their products, educating their audience, one of the other countless goals they might have.
Newsletters are so common these days, you might even say that they’re getting a bit…boring? This may sound blasphemous coming from someone working at an email marketing software company, but the truth is that there are a lot of bland, boring newsletters out there.
But how do you know if that’s you? How do you know if your newsletter is one of the ones getting deleted instead of getting read? And more importantly, how do you fix it?
Let’s take a look at some of the most common email newsletter mistakes, and what you can do to fix them.
Common newsletter mistakesYou’re talking too much about yourself
You’re pushing too hard for a sale
You don’t have a goal in mind
You’re not writing like a human
You’re not segmenting your audience
You aren’t A/B testing
You’re not monitoring your results#1: You’re talking too much about yourself
We can understand why you’d think a newsletter should primarily be about you or your business. It’s right there in the name, after all. But one of the most common newsletter mistakes marketers make is talking way too much about their business.
Here’s a little secret about newsletters that rings true for all of marketing: nobody wants to hear you talk about yourself or your company. People subscribe (and stay subscribed) because there’s something in it for them.
Think about the newsletters you enjoy reading — are they full of news about what that company had for Friday lunch together? Or are they full of helpful resources and content that appeal to your interests?
This isn’t to say you shouldn’t talk about yourself at all. The 90/10 rule is a good one to follow here. Spend 90+% of the time educating your audience with helpful resources, and no more than 10% talking about yourself.
#2: You’re pushing too hard for a sale
One way to rack up newsletter unsubscribes quickly is to do nothing but promote your own products.
Yes, email is the king of ROI, and ultimately, your goal is to grow your business, but your newsletter is not the place for direct, aggressive sales.
Your newsletter is a place to build your brand and gain the trust and respect of your audience. Like we mentioned in point #1, your aim should be to be helpful. By asserting yourself as an engaging, helpful resource, you’ll gain the trust of your audience, and earn the right down the road to talk business.
Newsletters are a long-term game about building your community and your brand, not direct profit.
#3: You don’t have a goal in mind
With each newsletter you send, it’s worth asking yourself “what is the goal of this email?” With that in mind, each email should have a very obvious action you want the reader to take. This is typically referred to as a call-to-action (CTA).
If you want the reader to click through to a blog post, you should make it easy by adding a button that clearly directs them. If you’d like for them to register for a webinar, clearly communicate that, and give them an easy way to register.
There are actually two ways brands frequently get this wrong. The first way is by not having any CTAs. Some (typically the “this is what we ate at our Friday lunch” crowd) will ramble on about something, without having a real reason why they’re in your inbox.
The second way people get this wrong is by having too many CTAs. If you’re including links to everything you’ve ever published on the internet, it’s going to leave people confused on what to click. And after you’ve successfully given them decision paralysis, they’re likely to just close your email altogether.
Narrow in on your goals, and you’re bound to see better results.
#4: You’re not writing like a human
This one is particularly true of brand or company newsletters — they forget to write like humans! Too many marketers write their newsletters in safe, bland language while hiding behind the brand name.
While people can sometimes feel connected to companies and products, they feel stronger connections with people. If you’re writing a newsletter, take ownership of it. Let people get to know the person writing the email.
Gigi Rosenberg, a public speaking coach and Campaign Monitor user, has great advice on this. She thinks of her newsletter as a party that she’s the host of — as opposed to social media, where she thinks of herself as more of an attendee.
“The people on my email list are my invited guests or my VIPs,” says Gigi. “Each month I share one public speaking tool with this group of my favorite people. It’s a way for me to offer something useful and stay in touch with this community.”
Watch Gigi’s video to learn more about how she makes her newsletter a personal, engaging experience.#5: You’re not segmenting your audience
56% of people say they’ll unsubscribe from an email list if the content isn’t relevant to them. Yet marketers continue to send the same content to their entire list, hoping that people will be interested.
Your audience is full of individuals who all have different interests. To keep your content relevant and avoid unsubscribes, start thinking of ways to break up your list by personas. Segmenting your audiences by age, location, or profession can give you better ideas of what content to send them, and in turn, keep them engaged.
For more on segmentation and what it looks like in practice, make sure to check out our Guide to Segmentation in Marketing for the Evolving Marketer.
#6: You’re not A/B testing
A/B testing is an easy way to test different elements of your email and see what your audience prefers. A lot of brands neglect to do it, but those who do have seen big results.
We ran an A/B test a while back, simply testing the tone of an email. One email used positive language, while the other was designed to try and create a sense of urgency and gravity. Turns out, our audience is pretty positive. The email with the positive tone won with a 22% higher conversion rate.Other things you can A/B test include:
Subject lines
Length of the email
Content
Images
Personalization
Template style
CTA buttonsThe options are endless really.
#7: You’re not monitoring your results
One last newsletter mistake that marketers make with their newsletters is that they don’t monitor their results. Reviewing your metrics after each campaign gives you invaluable insights into what kind of content your audience is responding to.
This allows you to understand your subscribers on a deeper level, and learn what preferences they have: if they prefer shorter or longer subject lines. Or if they like all-text emails as opposed to ones with images.
Monitoring your email metrics is key to your newsletter’s success.
Wrap up
There are a lot of bad email newsletters out there, but that shouldn’t discourage you from sending them! When done right, the newsletter has incredible power for building your brand and cultivating a sense of community amongst your audience.
Just make sure to avoid these common newsletter mistakes and you’ll do just fine.
The post 7 Mistakes You’re Making With Your Newsletter (And How to Fix Them) appeared first on Campaign Monitor. -
What are the essential brand value chain stages?
In the last couple of months, CXM welcomed new team members to redefine itself and create a true CX community from the insight out. During several meetings where we discussed our mission and vision, we gave a lot of thought and attention to the brand value. Throughout the time, we realized this is a topic…
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3 Tips to Reduce Cost Per Contact in the Call Center
When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track.
Unfamiliar with this term? We’ve got you covered. Read on for a crash course!
The Executive Guide to Improving 6 Call Center Metrics
What is cost per contact?
Cost per contact is exactly as it sounds; it’s the amount that any interaction with a customer costs your company over a specific period of time. It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success.
Here’s how to calculate CPC:
At its core, the process of measuring cost per contact is pretty straightforward. Simply pick a time period and follow the formula below. Also remember that in this context “cost per call” refers to any interaction with a customer in the contact center, including calls, texts and live website chats.
Total Call Center Costs/Total Number of Calls Answered = Cost Per CallThough the formula seems simple enough to grasp, it starts to get tricky when you have to determine the total cost of your call center. Don’t forget to count the following:
Employee wages including vacation pay, over-time, and bonuses.
Recruiting, hiring, and training costs.
All company technology including hardware, software, and licensing fees.
Office supplies, furniture, food, coffee, etc.How to Calculate Cost Per Contact in the Call Center
What should I be aiming for?
Ultimately, there isn’t one straight answer that fits every different contact center. The best way to know if your cost per contact is on track is to monitor it on a bi-weekly basis over the course of a few months. With this data, you’ll have a better understanding of what your contact center’s average cost per contact is and can watch for any peaks or valleys.
If you notice an increase in your CPC, you can measure other KPIs to determine what areas may be impacting the number. Use metric-tracking software to determine if your average handle time is increasing, first call resolution is falling, abandoned call rates are rising, or customer satisfaction survey results are going down. Come up with solutions to improve these metrics and you should see an overall improvement in your cost per contact.TIP:
It can be helpful to create sub-categories for cost per contact by department. For example, sales calls tend to be on the longer side and are often handled by staff who earn more than an agent who works on general account maintenance. Keeping tabs more specifically can help you better identify what’s working and what’s not for which employees.3 ways to reduce your cost per contact.
Design training programs focused on efficiency.
Ensuring all agents are equipped with the knowledge and training to handle calls fast and with tact is essential to keeping your cost per contact low. When agents are well-versed on their own responsibilities but also have a handle on other aspects of the contact center, it gives them an edge when it comes to redirecting callers to the correct lines or just stepping out of their usual roles to help a customer whose issue would normally need to be transferred.
5 Best Practices for Training Remote Call Center Agents
Optimize your Interactive Voice Response (IVR).
When a customer calls into your contact center, the first impression they get is the IVR. An optimized IVR can mean the difference between one-time and repeat customers, high and low customer satisfaction scores, and whether or not a caller abandons before even reaching an agent.
Have you heard of Visual IVR? It connects customers using web or mobile services to your IVR so they can easily get into the queue and schedule a call-back.
Empower your customers with self-service options.
If you give customers the opportunity to schedule their own call-backs, you give them the power to opt out of sitting on hold. Fonolo’s Conversation Scheduling technology makes it easy for agents and customers by giving callers the option to set the timing for their call-backs, ultimately smoothing out call spikes, lowering abandon rates, and helping your call center maintain a desirable cost per contact.The post Blog first appeared on Fonolo. -
Contagious commerce
Early adopters change the world.
While one person choosing not to eat meat will have a small impact on our climate, it will have a much bigger impact on the restaurants, groceries and food suppliers who notice what you’re doing.
They’ll change what they offer, and that will lead to a multiplier effect of other people changing their habits.
Buying an electric car or installing solar before they’re the obvious economic choice has the same impact. Because once marketers and investors discover that there’s a significant group that likes to go first, they’re far more likely to invest the time and energy to improve what’s already there.
The same goes for philanthropy. When some people eagerly fund a non-profit with a solution that’s still in beta, it makes it easier (and more likely) that someone else will start one as well.
It also happens in the other direction. If we buy from a spamming telemarketer, abandon a trusted brand to save a buck or succumb to the hustle, the market notices.
Very few people have the leverage to change the world. But all of us have the chance to change the people around us, and those actions change what gets built, funded and launched.
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Travelling through time with Joana de Quintanilh and Maurice van der Heijden
In October this year, Customer Experience Magazine celebrates its 10th anniversary. Our team went busy hosting the month of festivity. Autumn turned out to be an eventful season for us, and we embraced it with the greatest joy and creativity. Along with the big event we organized to celebrate CX Day 2021, we hosted a…
The post Travelling through time with Joana de Quintanilh and Maurice van der Heijden appeared first on Customer Experience Magazine. -
The Art of Sharing Milestone Emails with Your Subscribers
Celebrate good times — c’mon! The milestone email is one of the different types of emails you should be sending, and it’s the easiest and most fun message to send out to your customers. You’re celebrating them for doing business with you, and you’re celebrating important company milestones along with them. Many businesses don’t know…
The post The Art of Sharing Milestone Emails with Your Subscribers appeared first on Benchmark Email. -
Best Social Media Automation Tool
Hello fellow social media managers, I wonder what’s the best tool for automating followers for social media? I tried Jarvee but I’m having errors while installing. If there are any preferred tools to use please don’t hesitate to share. This helps a lot of freelancers and agency’s. Thank you so much!
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UJET Walks Away Victorious in the 2021 TITAN Business Awards’ Second Season
SAN FRANCISCO, CA – October 14, 2021 08:00 AM Eastern Daylight Time – UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, announced today that it has been recognized in two categories by the 2021 TITAN Business Awards, Season 2. UJET has been awarded Gold for both Most Innovative Company of the Year and Technical Innovation of the Year in the United States. This announcement comes on the heels of two other achievements within the contact center industry for UJET:
G2 Ranks UJET #1 in User Satisfaction for the 6th Consecutive Quarter
UJET Wins SaaS Product of the Year Award 2021 by the Future of SaaS Awards!“It’s extremely rewarding to see UJET gaining so much visibility and momentum in the CX and Contact Center space,” said Baker Johnson, Chief Marketing Officer, UJET. “The brands we’re competing with in this space have been entrenched for decades in some cases, so this continuous recognition really helps to validate and highlight disruptive innovation and value we’re delivering for our heroes on the front lines of Customer Service.”
The establishment of TITAN Awards has been an aspiration for IAA to honor and commemorate achievements and recognize expertise in every aspect of business. “We praise the phenomenal Titan-like accomplishments of a wide range of organizations, from all sectors, and their strong determination to achieve greater heights,” said Kenjo Ong, CEO of IAA. “Holding on through hardships and hassles, we intend to uplift and encourage all businesses, being the advocate of integrity for all corporate professionals across the globe.”
2021 TITAN Business Awards Grand Jury Panel
Despite their hectic schedules of managing their own business, the jury panel of the 2021 TITAN Business Awards still came through and provided valuable evaluations and insights to these astounding business entries of Season 2. These amazing individuals are well respected in their respective fields, from organizations, such as: Marie O’Riordan (PR, EML), Belinda Jane Dolan (Clariti Group), Santiago Villegas (1903 Public Relations), Roland Bägén (Tata Consultancy Services (TCS)), Jessica Tiller (Pugh & Tiller PR), Oscar Solano Brenes (Porter Novelli), Kevin Yu (SideChef Inc.), Bilal Awan (PsycReality), Tyler DeLarm (Chargeback Gurus), Ján Jászberényi (Deutsche Telekom Services Europe Slovakia), Graham Kelly (Originate Pte. Ltd), Thanasis Papapostolou (AIP Consulting Ltd), to list a few.
Exceptional Entrepreneurial and Organizational Participations
Throughout this season alone, TITAN Business Awards received entries from the United States, United Kingdom, Canada, Finland, Germany, Switzerland, Brazil, Hong Kong, and Malaysia, to name a few, and more than 500 entries were nominated. However, only the Titans of the industry emerged victorious, via high standards of evaluations.
To view UJET’s winning entries for the 2021 TITAN Business Awards’ Second Season, please click the following links:2021 TITAN Business Awards: Most Innovative Company of the Year | United States
2021 TITAN Business Awards: Technical Innovation of the Year | United StatesAbout UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx and follow us on LinkedIn and Twitter.
Media Contacts
Holly Barker
UJETpr@ujet.cx
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Does HubSpot work as a marketing automation platform for credit unions?
Hubspot is on the cheaper end of automation tools that I’m looking at but it doesn’t feel like the best tool for a credit union because most orgs use Hubspot for content marketing to collect leads, where those leads are put into drip campaigns and later followed up with by sales. This flow isn’t traditional for a credit union since most of our marketing efforts via email would be to existing members. My question is, has anyone had success using Hubspot as a credit union email automation platform? If so, could you report on ROI?
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