CX Demo

Author: Franz Malten Buemann

  • Disability awareness is a key element of improved CX

    If you were to discover that your business was ignoring the needs of a potential customer base worth £274 billion per year how would you react? Would you continue doing business without addressing the problem or even showing a slight interest in making the necessary changes? The group in question is people with disabilities and…
    The post Disability awareness is a key element of improved CX appeared first on Customer Experience Magazine.

  • Salesforce Fundamentals: Free 10 Week Salesforce Career Course

    An IDC study shows that 4.2 million new jobs will be created in the Salesforce ecosystem by 2024. The Salesforce job market is booming but there is a shortage of certified professionals to fulfil these new jobs. Another recent IDC survey found that being a… Read More

  • Customer development

    Organizations grow when they develop a base of customers.

    Companies find profits, non-profits serve their cause, political ideas become movements for just one reason: they develop a group of people who are changed by what they do. For ease, let’s call them ‘customers.’

    Once you see that, it becomes pretty clear that this is the most difficult and important thing that the organization does, and in fact is the only one you can’t outsource or work your way around.

    It’s possible but unlikely that the first product or service you develop will be exactly what potential customers were already hoping for. That’s why failure is the fuel that moves new projects forward. Failure is a way of discovering one more thing that customers didn’t want, and perhaps, learning a bit about what they might want. By iterating without tears or fears, organizations are able to discover things about their future customers.

    Sometimes (actually, almost every time) the innovation an organization brings to the market isn’t instantly and universally adopted. While there are people who get satisfaction and status and results by going first (early adopters), most customers would prefer to wait. These customers see little upside in investing the time to be a pioneer or in taking the risk to go first.

    [And to be clear, that’s true for non-profit donors, voters and any other sort of ‘customer’].

    And so you see the paradox: on one hand, organizations need to be agile and eager to pivot as they engage with a market that’s invisible or skeptical, but on the other hand, ideas don’t spread through a marketplace instantly.

    That’s one reason why it’s so important to identify your smallest viable audience. The smallest group of customers that will enable you to thrive. By seeing them, obsessing about them and serving them, you can refine your product at the very same time that you establish the conditions for growth.

    At this stage, growth can come from one of two places:

    It could be that your core audience begins to tell the others. That you’ve built the network effect into your offering, so that it works even better when people tell their friends and colleagues. This is Tom’s shoes or Starbucks coffee. This is Twitter and the ice bucket challenge as well. When you create a purple cow, the remarkable nature of your product or service is in fact part of the reason people buy it, and the reason they talk about it. Not because it helps you, but because it helps them.

    Or, just as powerful, it could be that your success at serving this small but viable audience gives you the team, the cash flow and most of all, the social proof to begin to find a different set of customers. Customers that might want a different set of benefits, a different story, a different way to change.

    Often, this shift to a different customer set is difficult, because now you might feel stretched, you might even have to leave behind the people who originally embraced you and your offering. Patagonia doesn’t spend a lot of time selling removable pitons to hard-core rock climbers anymore. As they shifted to become the organization they are now, they probably got a lot of push back from people who said, “no one buys from them anymore, it’s too popular.”

    Both approaches share two underlying principles:

    You’re telling a story.

    You’re making a change.

    Being clear about ‘who’s it for?’ and ‘what’s it for?’ is the actual hard work of developing customers. And if you’re not gaining traction, deciding to hype harder is not the right choice. Traction doesn’t come from more social posting or working your network and asking for favors. Traction comes from accompanying the customers you’ve chosen on a journey that they’re eager to go on.

    And the hard work of customer development is finding a reason for your customers to bring in new customers, or discovering a path where you can help non-customers discover what you offer and eagerly engage with it.

    Further Reading: Blank & Dorf, Purple Cow, Crossing the Chasm, Story Driven, This is Marketing

  • How can Sjain Ventures preserve your business from App fatigue?

    Sjain Ventures focuses more on customer demands. We believe that the only way to handle user’s app fatigue is to keep innovating things to enhance their experience with the app. The users are inclined more towards apps that provide them with settings and access over data limit control and privacy control. Contact us to know more at Sjain Ventures
    submitted by /u/raviverma26 [link] [comments]

  • How can Sjain Ventures refine customer experience against App fatigue?

    We at Sjain Ventures ensure that your mobile application is more than just something that we discern what actually the user demands. We value more on customer outright experience with the app. By translating end-to-end communication which will lead into overall usage of the app and in this way customer experience is refined. Contact us to know more at Sjain Ventures
    submitted by /u/raviverma26 [link] [comments]

  • 5 Types of Post-Purchase Emails to Boost eCommerce Sales

    In recent years, multichannel marketing strategies have established themselves as the cornerstones of contemporary digital marketing. In our current digital era, marked by this multichannel approach to brand communication, email marketing has risen to the occasion, becoming one of the most popular digital touchpoints and lead conversion tools. However, eCommerce brands sometimes struggle to keep…
    The post 5 Types of Post-Purchase Emails to Boost eCommerce Sales appeared first on Benchmark Email.

  • CRM intern opportunity

    Any graduates interested in a paid CRM internship opportunity? 🎓 Please DM with your CV to apply (or for more info).
    Marketing or similar degree preferable. CRM or email marketing expertise required. Fintech company based in London but remote working for now. 9 month full-time fixed term contract.
    Look forward to hearing from you.
    submitted by /u/Chuck-Noland [link] [comments]

  • Slack Adds New Clubhouse-like Feature (and more!)

    Slack has released new features with the aim to replicate in-person work collaboration. The most exciting, Slack Huddles, enables you to launch an audio call from any channel or DM, getting things resolved and avoiding the hassle out of scheduling meetings. Jumping into quick conversations… Read More

  • Building an Intelligent IVR for More Predictive, Contextual, and Conversational CX

    Sitting at the heart of the customer journey, the IVR can make one of the biggest impacts when it comes to driving better customer and agent experiences. To maximize the impact of any incremental technology investments though, we must transcend the omnichannel imperative and design new workflows for the more modern smartphone era consumer. By layering in technology capabilities on a more modern and agile foundation, we can successfully transform the utility of the IVR from a basic tool for routing to a journey orchestration engine for a more personalized, contextual, and conversational CX. Full article: https://ujet.cx/blog/building-an-intelligent-ivr/
    submitted by /u/vesuvitas [link] [comments]

  • 8 Best Video Hosting Sites for Businesses in 2021

    In middle school, my best friend and I used to have a show on YouTube where we performed a dare from our audience each week.
    We actually had some fans that would watch our videos and dare us to do something on a weekly basis.

    While hosting these types of videos on YouTube made sense because they were for entertainment purposes, your business needs a platform with more features so you can create videos for marketing campaigns, sales pitches, and customer service knowledge base articles.
    In this post, let’s review some of the best video hosting sites for your business.

    Video Platforms
    1. HubSpot

    If you’re a HubSpot customer, you might already have access to HubSpot’s video hosting, creation, and management tool.
    With this tool, you can host and manage video files inside the HubSpot platform and then embed those videos on your website pages, blog posts, social media channels, or knowledge base.
    Using the same platform that you use for your marketing, sales, or service tool is a great idea because everything is all in one place. You can optimize your videos for SEO right in the tool.
    This video hosting product also allows you to insert CTAs and forms into videos, trigger video workflows that provide targeted content to leads, and video analytics so you know which videos resonate with your audience.
    For sales reps, you can use the video hosting tool to send video voicemails or record your screen during a sales call. You can also see if a prospect has watched the video in HubSpot’s tool.
    Video can also be used for customer service. You can send video tutorials and record your screen right from a ticket to share it with customers for personalized and quick support. Or you can insert these videos into your knowledge base articles or FAQ page.
    2. Twenty Three

    Twenty Three is another great video hosting service for your business. You can host and embed videos on your site with Twenty Three’s 4K HD player. You can also directly clip and duplicate videos in the editor.
    The best feature of this site is that you can publish and measure your videos across multiple platforms, including Facebook, LinkedIn, Twitter, and YouTube.
    Additionally, this hosting site connects with other tools you might be using for marketing software, including HubSpot or Marketo.
    Plus, you can use analytics to better understand your marketing data.
    Using video for your business can help engage your audience, create a branded experience, and drive results.
    3. Cincopa

    Cincopa is a video and podcast hosting platform for businesses. With this platform, you can create videos for marketing campaigns, sales prospects, or customer support. Additionally, this platform can host podcasts and images as well.
    With this hosting site, you can also combine your media gallery to create a video course with images, video, or podcast files. I don’t know about you, but I’ve seen online courses become all the rage in recent years, so this is a great feature to consider.
    You can embed these videos on your site, social media, email, and more.
    4. Hippo Video

    Hippo Video is a video hosting platform that you can use to personalize your video emails for messages, demos, sales pitches, marketing campaigns, and more.
    Using videos in the sales cycle can actually get three times more prospect engagement.
    With this tool, you can record and send videos right in your email inbox. Additionally, you can integrate this tool with your current stack, including with Slack, HubSpot, Salesforce, Zoom, Zendesk, and more.
    5. SproutVideo

    SproutVideo is a great option for a video hosting platform if you’re looking for a no-frills, affordable platform.
    With this tool, you can create videos and collaborate with your team. You can share a secure internal video, or live stream a product launch. Whatever your video needs are, this is an excellent option to consider.
    Free Video Hosting Sites
    6. Vimeo

    Vimeo is one of the most popular video hosting sites and for good reason. This simple tool can be used to create, manage, and share high-quality videos.
    To create videos, you can use templates, license stock footage, record video messages, or live stream. When you’re editing your videos, you might be able to integrate Vimeo with your editor. Vimeo integrates with Adobe Premiere, Final Cut Pro, and others. Then, your videos will be hosted in one central, secure location so you can seamlessly share them with anyone.
    You can even create a subscription streaming service for your videos on this platform.
    The best part? Vimeo is free. You can upgrade to paid plans, but you’ll never have to pay for Vimeo if you don’t want or need to.
    7. Vidyard

    Vidyard is one of the only video hosting sites that is built directly with sales in mind. The idea is to build a great sales process to make remote selling easy, from prospecting to proposals, you can record and send videos that add a personal touch at all stages of the sales cycle.
    With Vidyard, you can create your videos in just a few clicks, with no video expertise required (that’s great for tech-challenged people like me).
    This tool is also free. You don’t ever have to pay unless you want to upgrade to a different plan with more features.
    My favorite feature of this tool is that you can easily create videos, track who watches them, and distribute them an unlimited number of times (yes, even in the free version).
    8. Wistia

    Another great video hosting site is Wistia. You can host videos and even podcasts on this hosting platform for marketers.
    On Wistia, you can upload, customize, and embed branded videos or podcasts on one platform. This also has a free plan that you can use, as long as you don’t need to create too many videos a month (three is the max on the free plan). However, if you need more, there are paid plans as well.
    But my favorite feature of this tool is that it can integrate with your tech stack and send engagement data to your CRM, ad platforms, and marketing tools.
    Video is only continuing to grow, as people spend more time watching video than reading text. As your business continues to evolve, it’s important to have a video hosting tool that can grow with you and help you use videos to drive results for all aspects of your business.