CX Demo

Author: Franz Malten Buemann

  • Abracadabra

    The word is thousands of years old, and it probably comes from the Aramaic: “I will create it as I speak.”

    We’re much more likely to believe what we say than the other way around.

    Outline, illustrate and argue and you will make it more likely that you believe what you’re saying.

    Which is a great reason to be really careful about the arguments we make, because we might end up believing them.

  • Demystifying Deliverability: Everything You Need to Know About Server-Clicks

    This is our second piece in a series on email deliverability. To catch up, make sure you read the first post here.
    Have you seen a surprising rise in open and click rates that don’t match a change in marketing incentives?
    Or, maybe you’ve seen a sudden, large batch of unsubscribes for what seems like no reason?
    Believe it or not, all the above are possible signs of server-clicks skewing your response data. And if that’s a term that sounds completely new to you, don’t worry, we’re here to explain it all for you.
    What are server-clicks and why do they exist?
    A server-click — also known as bot-click, or a non-human interaction — is when the anti-spam filter of the receiving mail server checks the validity and integrity of a potentially suspicious link in an email.
    For example, if Gmail’s anti-spam filters are suspicious of your email, they will click the links to ensure that they’re not malicious.
    An anti-spam filter may only click on some links, or it may click on the links in an email. Based on these checks, the anti-spam filter may deliver the email to the inbox or junk it as spam.
    While this a helpful service that keeps inboxes safe, it also creates complications for reporting on email activity.
    Since email service providers (ESPs) like Campaign Monitor report open and click data, these server-clicks create the impression that a recipient is opening and clicking the email, when in reality, it was the anti-spam filter.
    You may be hearing about this for the first time, but server-clicks are not new. Industry-wide, mail servers are using server-clicks to protect against phishing attacks. Attacks, which, are growing in frequency.
    Mailbox providers set different parameters to determine when anti-spam software will test the links in an incoming email. Some anti-spam filters look at your sender reputation to determine if a check is needed. Others, though, will go as far as testing all links included in an email from outside their organization.
    It is important to note that this is not an issue exclusive to Campaign Monitor or any other ESP. Every email sender is likely to experience the effects of server-clicks at some level.
    Why am I hearing about this now and seeing an increase in server-clicks?
    Phishing attacks have been on the rise over the past couple of years — both in volume and in profile. As a result, security is being tightened globally.
    And as spammers continue to find new ways to sneak past security settings, the pressure is on mailbox providers to make their inboxes as safe as possible.
    What should I do if I see a large increase in opens, clicks, or unsubscribes?
    If you suspect server-clicks are skewing your email data, there are a couple of quick actions you can take to help solve the issue.
    Check what new URLs you have started linking to. Files, link shorteners, and free online filter files can cause problems.
    Check your list health. Sending to inactive or unengaged email addresses can harm your sender reputation. This is a bad practice for many reasons, but the main one is anti-spam filters are more likely to view you as a suspicious sender. When subscribers stop responding to your content, remove them from your mailing lists.
    What are some things I can do to prevent this from happening to me in the future?
    While there’s no magic formula for preventing server-clicks, there are some best practices you can follow. Here are the top 3 things you can do to help anti-spam filters servers know they can trust you:
    1. Ask your subscribers to add you to their Safe Senders List
    Including a short note in your subscribe form or welcome email that reminds your subscribers to mark your email as safe can go a long way.
    2. Only link to content that’s hosted on your website
    Receiving mail servers prefer links in the email to match the domain in the sending address. Plus, when you include a link to another domain, you’re putting your trust in their domain reputation, not yours.
    3. Turn on confirmed unsubscribe for all your lists
    Campaign Monitor provides this feature for this exact situation. To learn how to activate confirmed unsubscribe, head here.
    Wrap up
    Yes, server-clicks are an annoying part of the job for email marketers. But, this type of security and privacy measure is helping people. And it’s not going anywhere.
    As mailbox providers become more security-conscious, it’s critical that you follow sending best practices to earn a place in their inbox.
    To learn more about server-clicks and other security and privacy measures, check out this list of helpful resources:

    The Messaging, Malware and Mobile Anti-Abuse Working Group (M3AAWG) report on non-human interactions and email metrics
    CM Group’s response to Apple’s recent announcement on mail privacy protection

    The post Demystifying Deliverability: Everything You Need to Know About Server-Clicks appeared first on Campaign Monitor.

  • [Free Webinar] Best Practices for Implementing Changes in Salesforce

    As businesses evolve and Salesforce Orgs increase in size, Salesforce professionals are waking up to the fact that the growing volume of changes, hotfixes, and legacy projects have filled their Salesforce Orgs with complexity and technical debt. Unused and unassigned components, duplications, and incomplete documentation… Read More

  • How to Become an Influencer on LinkedIn

    If I told you that you could increase your income, job offers, and brand awareness by posting on LinkedIn, would you believe me? 8 months ago, I wouldn’t have believed this. But, fast forward to today, and this is something I’ve accomplished. I started building… Read More

  • What does CSAT stand for, and how is it measured?

    CSAT stands for customer satisfaction. The most common way of measuring customer satisfaction is to use a customer feedback survey. To keep things simple for customers and ensure that as many people as possible give feedback, the survey usually has just one question that asks customers to rate their satisfaction on a scale of 1 to 5. Most CSAT solutions take the results of that question and calculate the percentage of customers who responded with a 4 or a 5 (meaning satisfied or very satisfied). The higher the percentage, the better the CSAT score. The goal of any contact center is to achieve customer satisfaction. The CSAT score is one of the easiest ways of measuring this. It can highlight potential areas for improvement and help contact center managers improve the service they provide. Full article: https://www.8×8.com/blog/what-is-csat
    submitted by /u/vesuvitas [link] [comments]

  • What is a Net Promoter Score?

    Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences.
    Contact centers use a few different metrics to measure customer experience. Floor-level metrics assess the efficiency of the contact center’s operations, and include Average Speed to Answer (ASA), Auxiliary Time, Handle Time, and more. Net Promoter Score is the most common customer satisfaction metric for contact centers.
    What is a Net Promoter Score?
    A net promoter score (NPS) is a market research metric that measures how likely a customer is to recommend a brand to someone else — be it a friend, family member, or colleague. The score falls on an index between -100 to 100, and measures the overall satisfaction and loyalty of a customer.
    Net Promoter scale.
    To calculate NPS scores, you must present your customers with a survey question: “How likely are you to recommend our product or service to a friend or colleague?” The answers are scored on a 0-10 scale. Answers can be categorized into three groups;
    Promoters (9-10): These customers are satisfied with the product or service. They’re likely to recommend the company to others, and continue to be loyal to the company. Promoters make up 80% of business referrals, and contribute to business growth over time.
    Passives (7-8): These customers are neutral. They’re somewhat satisfied with the company’s product or service, but they might switch to a competitor’s product or service with little thought. Passives aren’t likely to promote your company to others, but they’re also not likely to engage in negative word of mouth.
    Detractors (0-6): These customers aren’t satisfied with the product or service. Not only are they unlikely to recommend the company to a friend or colleague, but they also might hurt the company’s reputation through negative word of mouth.
    Net Promoter calculation.
    To calculate your NPS score, subtract the percentage of customers who are detractors from the percentage of customers who are promoters. The number will fall between -100 to 100.

    TIP:
    % of Promoters – % of Detractors = Net Promoter Score

    Why is a Net Promoter Score important?
    Companies, including contact centers, use NPS to assess customer satisfaction and loyalty, make improvements to their business services, and grow their business through referrals. To summarize, the main benefits of measuring and achieving high NPS are increased customer loyalty and long-term business growth.
    How to leverage Net Promoter Score in your call center.
    Luckily, contact centers have access to modern technology that can help them learn more about metrics like Net Promoter Scores, and helps to improve and leverage them.
    For example, Fonolo Voice Call-Backs improve customer experience as well as various metrics, including ASA, CSat, and NPS.
    Fonolo’s Portal provides data-rich reporting, including metric notifications, reports, and real-time data.
    By using technology to assess and monitor metrics like NPS, contact centers can use data to improve their customer service and operations.
     
    How to determine the right NPS for your contact center.
    The ideal NPS score is relative to your company’s industry. Let’s take a look at some NPS benchmarks for different industries:
    Average NPS by Industry in the USA, 2020

    Streaming Media – 39
    Supermarkets – 34
    Airlines – 29
    Banks – 21
    TV/Internet Services – 0

    If you’re a supermarket using competitive benchmarking for your industry, you’ll want your NPS to be higher than average, or 34. Remember, everything is relative. An NPS of 10 would be great for a TV/Internet Service provider given their average, but would be poor for a streaming media business.
    Contact center benchmarks vary by industry, so you’ll need to find out what your competitors’ NPS are to see how you compare. Experts say that a range of 0 to 30 is good, while scores over 70 are phenomenal.
    Final thoughts.
    Net Promoter Scores are one effective metric for assessing your customers’ satisfaction and loyalty to your contact center. These scores are relative to your industry, so competitive benchmarking is the best way to assess whether or not your NPS score stacks up. If you’re interested in learning more about NPS and other metrics for your contact center, book a free demo for Fonolo’s portal today.The post Blog first appeared on Fonolo.

  • Uplifting Contact Center Operations (2021 Edition) |Ameyo|

    submitted by /u/CX-Expert [link] [comments]

  • Old-school snobs

    Two centuries ago, shoemakers in England were called snobs. (It sort of rhymes with cobbler).

    Good ones combined care with quality. They put in the effort to make a shoe that exceeded expectations, and leaned into the possibility of their craft. The others were simply hacks, trying to get by with little effort.

    In an ironic and cruel twist, the term “snob” was taken from these committed craftspeople and used to describe someone who looked down on others, particularly those with fewer resources. A hard-working cobbler was viewed with disdain, because they had no silver spoon. It was also used to describe someone who gave those with more money or caste a persistent benefit of the doubt that they might not deserve.

    And for a century the term has been pushed beyond cultural economics to describe someone who is a defender of scarcity and the status quo. A wine snob, for example, insisted on an expensive vintage, preferably from certain parts of Europe.

    The circle comes around, as it often does. The best kind of snob is a throwback to that original cobbler and their customers, someone who can see past appearances or the traditional approaches and instead looks for care and quality. Which can happen regardless of where someone comes from. It’s not enough to be a cobbler. You need to be one who cares.

    Effort and good judgment lead to good taste and cultural leadership.

    We shouldn’t settle.

  • 4 Brands That Have Upped Their Audience Social Media Engagement

     We’re always looking for new tips, tricks, and hacks for engaging with social audiences — and sometimes, the best place to look is at the brands that are already doing it right. You can learn a lot from what others have done to ace the game, and you can also pick up plenty of insider…
    The post 4 Brands That Have Upped Their Audience Social Media Engagement appeared first on Benchmark Email.

  • What did you learn on vacation?

    It always seemed like a silly question–school is for doing what you’re told, summer vacation was for discovering all the things that were worth caring about.

    As adults though, regardless of our hemisphere, we’re always on vacation from school. No tests or diplomas, simply a huge array of choices.

    And in a world that keeps changing, regardless of how much we might want it to slow down, learning is the attribute that is often overlooked.

    The folks at Linkedin asked me to create a short video series on how organizations can become more creative. You can check it out here.

    And Akimbo, proudly an independent B corp, has a bunch of effective workshops coming up, all of which you can find out more about today:

    The Regular Decision Deadline is July 27 for altMBA’s October 2021 session

    The ninth (!) session of the Podcasting Workshop with Alex DiPalma is now open for pre-enrollment (starts July 20th).

    The sixth session of the Freelancer’s Workshop starts in about a month. Nothing will transform your work as a soloist as much as this workshop.

    Bestselling author Bernadette Jiwa’s powerful Storytelling Workshop starts in August as well. You can sign up today.

    And we’re around the corner from their breakthrough Real Skills Conference. Check out the details so you don’t miss out.