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Author: Franz Malten Buemann
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Virtual Dreamforce Party – Celebrities, Prizes & Swag
This year, the biggest Dreamforce party is the virtual Power Up for Dreamforce Party on Monday, September 20, 2021 at 1:00 PM PDT. Celebrate Dreamforce 2021 with Salesforce, MuleSoft, Talkdesk, Prodly, OwnBackup, Copado, Infosys/Simplus, and others in this 60-minute, virtual award show. The entire event… Read More
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An Ultimate Guide to Personalized Emails
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5 TIPS FOR BUILDING BOTS CUSTOMERS LOVE
Data shows that some customers see bots as a cynical attempt for brands to avoid providing service. They feel they’re a way to deflect contact permanently. So, while the brand might realize cost savings with using a bot to deflect calls, the brand might actually erode customer satisfaction and create detractors. To deliver empathy at scale, companies can’t create barriers to service. Effective bots make customers want to engage. They work with customers — not against them. And to create effective bots, bot builders must master these five key concepts.
Don’t Guess Your Customers’ Intents
Make It Personal
Avoid Dead Ends
No Bot Is an Island
Context Is King
Source: https://www.genesys.com/blog/post/5-tips-for-building-bots-customers-love
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Salesforce Introduces Robotic Process Automation to Einstein
Three new Einstein Automate products will help every Salesforce customer to automate time-consuming, manual processes, and integrate data across systems. These low-code tools will empower admins, regardless of technical background. Einstein Automate is a collection of workflow automation, integration, digital interactions, and AI capabilities embedded… Read More
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6 Analytical Skills Marketers Need and How to Improve Them
If you’ve ever tried to solve a Rubix Cube, you’ve put your analytical skills to the test. Making the colors match up requires problem-solving, logical reasoning, and pattern recognition.
While the majority of marketers will never make it to the next speedcubing competition, the skills you learn with puzzles like this are essential to a successful marketing career.In today’s workforce, nearly one in four workers have a job in which analytical skills are considered the most important factor. Companies want to hire for these skills because it shows a candidate’s ability to think logically and use data to inform decision-making. In fact, Indeed found the most in-demand skills for employers — and several analytical skills top the list.
That’s why it’s important to know how analytical skills apply to your career and what you can do to develop these skills over time.
As a marketer, being able to understand problems and provide solutions is essential to a long, successful career. It means you can take a critical lens to the details of a problem to fully understand it. This helps you notice trends, understand the steps needed to take action, and offer novel solutions. But that doesn’t mean you have to throw creativity out the door. Using analytical skills to problem solve can look like a structured, methodical approach or a more creative one.
We’ll explore the various types of analytical skills later on, but first, let’s look at how analytical skills differ from critical thinking skills.Image Source
Analytical Skills vs. Critical Thinking
A person who uses logic to find patterns, brainstorm, analyze data, and make decisions based on that information has analytical skills. One of the skills required to do that is critical thinking.
In other words, critical thinking is just one of many skills you need to be an analytical thinker.
You probably use critical thinking more often than you imagine, like when you:Question whether a piece of information is a fact or an opinion.
Break problems down to understand the reasoning behind them.
Draw conclusions from data, rather than a gut feeling.
Make intentional, rational, and goal-oriented decisions.Marketers who have strong critical thinking skills make reasonable, logical judgments and think through every decision. They provide facts and logical arguments to back their choices, which leads to smart decisions and improves company success.
While each role has its own analytical skill requirements, there are several that will benefit any marketer throughout their career.
Example of Analytical Skills
If you’re looking for a marketing role that leans towards analytics, such as a market research analyst position, it’s best to develop analytical skills specific to that position and your desired industry. Analytical skills are soft skills, so you’ll also want to develop hard role-specific technical skills.
For an analyst, that means mastering technical skills like Google Analytics and statistical software, while also having analytical skills such as creating data collection methods and presenting findings to senior leadership.
But across the board, all marketers can benefit from developing these in-demand analytical skills.
1. Critical Thinking
Any position across all levels of a company can benefit from critical thinking skills. It’s the ability to question an idea or examine why a problem exists. This can lead you to tackle issues others thought impossible and understand whether resolving a problem is worth the time, money, and effort. Critical thinking can take many forms in marketing, such as:Decision-making
Content and brand auditing
Prioritization
Troubleshooting
Case analysis
Correlation
Data interpretation
Judgment
Market research analysis2. Data Analysis
Neil Hoyne, Chief Measurement Strategist at Google, once said, “The companies that are going to win are the ones who are using data, not guessing.”
Interpreting data is more than collecting and reading information — it’s making sense of what’s before you by connecting patterns and recognizing trends. Strong data analysis skills allow you to pull insights from a large volume of data, which you can share with key decision-makers. This skill can show up in marketing role requirements in a few common ways.ROI analysis
SWOT analysis
Data visualization
Pattern recognition
Process analysis
Industry and market research
Presentation skills
Measuring customer satisfaction
Marketing analytics
Customer segmentation strategies
Predictive analysis3. Creative Thinking
I once had a manager who was known for saying, “The first answer isn’t the answer.” She knew the role creativity played in problem-solving and pushed our team to view a possible solution from all angles. Marketers with this analytical skill work to find out-of-the-box solutions and patterns that others brush past. And if you need any more convincing, ‘creativity’ ranks on Indeed’s top 20 list of most in-demand skills for today’s workforce. At work, creative skills involve:Brainstorming
Collaboration
Adaptability
Budgeting
Search engine optimization (SEO)
Strategic planning
Organizational restructuring
Predictive modeling
Campaign development
Branding4. Communication
Employers consistently rank communication as a must-have skill — and for good reason. Being able to explain your idea for a project or give feedback is essential as a marketing professional.
Communicating clearly helps you keep everyone on the same page when rolling out a campaign or diffuse a problem with a deadline when it (inevitably) arises. Strong communication skills needed in marketing include:Written and verbal communication
Body language
Interpersonal skills
Active listening
Conducting presentations
Reporting
Confidence and clarity of expression
Sharing feedback
Responsiveness
Delegating responsibilities
Respect and empathy5. Problem-solving
Deciding how to respond to a harsh customer comment on social media. Distributing an advertising budget. Prioritizing which roles to hire for as a growing team.
All of these situations require analytical problem-solving skills, and all will pop up through a marketing career. Here are the problem-solving skills every marketer can benefit from developing:Research
Data collection
Prioritization
Checking for accuracy
Risk-taking
Attention to detail
Dependability
Team-building
Logic and reasoning
Organization
Crisis management6. Collaboration
Good collaboration skills can improve your working relationships, help you accomplish tasks on time, and reach your short- and long-term goals.
And nearly every marketing team has to collaborate with sales, product, business development, and creative teams to get anything done, knowing how to create synergy with your colleagues will make work smoother and more enjoyable.
The most common collaboration skills for marketers today are:Persuasion
Adaptability
Time management
Responsiveness
Negotiation
Giving and receiving feedback
Emotional intelligence
Open-mindedness
Process improvement
Adapting to change
NetworkingHow to Improve Analytical Skills
Developing analytical skills takes time and effort. Unlike technical skills that have a structured approach to follow, analytical skills are more difficult to define and develop. There’s a process to learn how to use Google Analytics for SEO, but the steps to become an effective communicator are more fuzzy and undefined.
Fortunately, analytical skills can be honed. Here how you can go about boosting your skills and contributing to your company’s productivity and success.
Take courses, certifications, or on the job training.
Infinite resources exist both in-person and online that can help you improve your analytical skills. Universities and online companies like Coursera offer online schooling, HubSpot Academy offers free certification courses, and many companies provide stipends for continuing education.
Start by identifying which skills you want to improve and do research to find the resources that are right for your skill set and budget.
Find a mentor.
You likely know someone who is an excellent negotiator or always crafts the perfect email. Noticing how these people approach a situation and problem solve can help you hone your skills. Take notes, save examples, and apply their process to your work.
To take it a step further, ask them to chat over coffee or a phone call to discuss how they developed their skill. They can likely point you in the right direction or provide guidance on what you need to do to excel at the skill.
Try practice problems.
Role-playing is incredibly effective when working to improve analytical skills. Instead of simply reading a case study about an innovative digital media campaign, find a tool to help you develop your brainstorming skills.
Depending on the skill, you can find a practice book or an online resource to walk you through various mental models and scenarios. Work on an idea, and then present it to a trusted colleague or mentor to get feedback.
Play games to improve your analytical skills.
Spending hours on your phone playing Sudoku has more benefits than the personal satisfaction of beating your top score. Games that test your mental agility and memorization can improve your ability to think logically and challenge norms. While game trends are constantly changing, there are several classics that have withstood the test of time.Sudoku
Jigsaw puzzles
Board games (i.e. Scrabble, Settlers of Catan, Splendor, Pictionary, and Bananagrams)
Computer or mobile games (i.e. Lumosity, Elevate, and Peak)
Chess
Crossword puzzlesAnalytical Skills for Your Resume
Once you gain or improve your analytical skills, make sure to update your resume to reflect those strengths. Your resume should include a list of 10 to 20 skills, with a mix of both hard and soft skills. Note at least five to 10 analytical skills so potential employers know you have the knowledge to get your job done.
When choosing which skills to highlight, look to the job requirements section. A role may involve managing the company’s social media accounts, but this typically includes collaborating with multiple teams to get the content and analytics you need to do that successfully. Showcasing a blend of technical and analytical skills is what makes you a competitive candidate.
As your career develops, you’ll likely need to keep your analytical skills sharp. Be proactive by practicing and paying attention to people who have the skills you want to acquire, and you’ll be on your way to solving complex problems with ease. -
The simple market
If you want something that makes your life better, you can buy it.
If you want to get the money to buy something, you can make something or do something that makes someone’s life better.
It stops being simple when externalities, market failures and greed show up.
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How Tone of Voice Affects Customer Service
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
University of California psychology professor Albert Mehrabian, conducted a study which found that when it comes to communication, 7% of meaning is interpreted from the words used, 38% from tone of voice, and 55% from accompanying body language. The 7-38-55 rule indicates that the way in which words are communicated holds more significance than the words themselves.
The Secret Sauce for Increasing Customer Happiness
What does tone of voice refer to?
We know that tone of voice in support and customer service makes a difference, but what exactly do we mean when we refer to “tone of voice”?
The term is used to describe how a voice literally sounds while speaking. People can pick up on each other’s emotions because of the tone they’re using. If someone tells you to “have a nice day,” but in a tone that sounds agitated, you’ll likely leave the interaction with the impression that that person is upset and doesn’t actually want you to have a nice day.One study found that #communication is interpreted using different percentages of 3 factors: 7% of meaning is taken from the words being used, 38% from tone of voice, and 55% from body language. #callcenter #agentinteractionsClick To Tweet
How does tone of voice improve call center metrics?
When considering the 7-38-55 rule in the context of a call center, it’s important to remember that body language, the most essential piece in the communication puzzle, is missing from agent interactions. Because phone calls rely solely on the spoken word, the tone an agent is using becomes that much more imperative to creating a positive customer support experience.
There are a few ways tone of voice can improve customer service and positively impact call center metrics:It develops brand loyalty and conveys the values of your company, securing the right type of customers.
It builds trust between callers and agents, leading to satisfied customers who are likely to recommend the service to others.
It leads to positive interactions that boost agent self-esteem, ultimately encouraging future employee growth and success.How to Create a Call Center Performance Report
Assisting agents on tone of voice.
The best way to ensure call center agents convey positivity to customers is to keep their work environment positive. Happy customers start with happy agents, after all. If agents feel tired and burnt out, that will most likely come across in their interactions, leaving customers with a negative impression of the brand.
Start by ensuring that agents have the technology they need to get the job done as efficiently as possible. Tools like Voice Call-Backs and Visual IVR help to reduce call spikes and take pressure off the agents to get through as many calls as possible, creating space for longer and more authentic customer interactions.
Top 3 methods for training tone of voice.
It’s essential for call center managers to take tone of voice into consideration when developing an agent training program. Although some of us were born with top-tier communication skills, many of us have to work at it.
Building tone-of-voice training into a new hire’s onboarding plan is an excellent way to ensure success in the long-term—they’ll be able to help a customer to feel heard, know how to deescalate situations and communicate in an authentic way.
Here are 3 tips on how to train tone of voice to call center agents:
1. Be a brand-voice champion.
Communicate what your brand stands for throughout the training process. How should customers feel when speaking with agents? What are some key phrases you’d like agents to use that reflect the brand’s values and culture?
These questions will help narrow down specific verbiage agents can fall back on if they’re unsure how to handle a situation and make them feel more confident that they can resolve even the more challenging calls.
2. Encourage empathy.
Arming agents with active listening skills can be incredibly helpful when it comes to keeping customers calm and building trust. Terms like “If I’m understanding correctly, you’re saying…”, “I see, please go on”, and “I understand how that could be frustrating” are all ways agents can express empathy for a customer’s situation and show customers that they really want to help them resolve their issues.
7 Call Center Empathy Phrases Every Agent Should Use With Their Customers
3. Make mirroring a part of training.
Proper energy mirroring is vital when it comes to ensuring that customers feel understood. Set up role playing activities to help teach agents how to mirror. The employee playing the customer should be given scripts with different scenarios and distinct emotional reactions.
Have the agent learn how to interact in a way that mirrors the tone of the customer. If a frustrated customer is agitated, ensure the agent calmly expresses that they understand the frustration in a tone that isn’t overly positive, so as not to further agitate the customer.
In another scenario, you may have the customer express excitement over connecting a new service, in which case the agent should be encouraged to mirror that excitement back to the customer with a positive tone and bubbly disposition.DID YOU KNOW?
According to the 2021 Customer Experience Trends report by Zendesk, 66% of customers say they’re more loyal to companies that demonstrate empathy and understanding when a customer has a problem.Don’t forget your online channels.
Mirroring in the social media space and online text chats is also very important. If a message is received that reads as stressed and frustrated, it’s essential that the reply the customer is sent matches that energy. Empathy phrases like: “I understand your frustration” are a key component of empathetic text replies.
Communicating every step of the solution during a live chat can also help to calm a frustrated customer. Before any action is taken, it should be precisely communicated so the customer is in the know about what’s happening. Typing things like “I’m currently accessing your account to see where the error is. This should take me approximately 2 minutes”, ensures the customer knows exactly what to expect, which builds trust in the service they’re receiving.The post Blog first appeared on Fonolo. -
How to build a customer success roadmap?
In the last couple of weeks, the CXM team provided you with a couple of essential guides reflecting on customer experience. This was all part of our initiative to cover the industry basics and further explore the essentials of effective CX. With that in mind, today we introduce a complete customer success roadmap guide. Following…
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SEO for YouTube, how to rank YouTube videos fast?
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The Importance of Email List Maintenance
Most of us know that building our email list is important, but many people focus too much on growth and wind up neglecting maintenance. Email marketing campaigns aren’t ‘one and done,’ and neither is your list. Just like your home, your body, and your relationships, your email list requires upkeep to stay healthy. Regular review…
The post The Importance of Email List Maintenance appeared first on Benchmark Email.