I originally posted this thread in r/SaaS, but I think it’s fitting for here too: I’ve been in the SaaS space for 2.5 years and haven’t been able to find anything that resembles what you’d find in the MSP space with a Peer Group. Is anyone here part of a customer service/customer experience-focused peer group for SaaS companies? If not, is there enough interest here to start something? For those unfamiliar, here are the main points of a peer group:
You get paired with a group of 6-10 similar, but non-competitive companies (example: I work for a SaaS company in the Risk Management industry, so I wouldn’t get paired up with any SaaS companies in the same, or adjacent industry). We would meet remotely 8-12 times/year (every 4-6 weeks) for 90 minutes max We would discuss our challenges and successes and share what’s worked/what hasn’t worked on our teams The people in the group would have similar job titles (Support or CX Supervisor, Manager, Team Lead, Director, etc…) so we’re all talking on the same operational level
The difference between a peer group and a reddit post are the peer group meet in real-time with a structured meeting environment. If you’d be interested in something like this, please show your interested in the comments by posting:
Your Job Title Your Industry How many people are on your team
That info will let me know if you’d be a good fit for the number of people already interested. We want to:
Keep similar job titles together so we’re talking on the same operational level; Avoid competitive companies being in the same peer group pod,; Keep similar sized teams grouped together (because what works for a team of 2 doesn’t necessarily scale to a team of 200)
If there’s enough interested I will get this set up. If anyone has concerns with the approach, I’d love to hear them – maybe there’s a reason these kinds of groups don’t exist in the SaaS space. If you’ve been part of a peer group before and want to offer any advice, I’m happy to hear that as well.
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Author: Franz Malten Buemann
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Are SaaS CX Peer Groups a thing?
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Ten reasons to write a book
More than ten, actually. Millions of books will be published this year and for good reason. People rarely regret the effort. Everyone has their own, but here are some of the reasons to get you started:
It clarifies your thinking.
It leaves behind a record of where you are in this moment.
It’s clearly not going to be a worldwide mass-market bestseller, so you can focus only on the people who want to hear from you.
It’s a project that is completely and totally up to you.
Because it’s a generous way to share.
As hobbies go, it’s energy-efficient, takes up very little space and is portable.
Because then you get to write another one.
It will increase your authority in your field.
We need to hear your ideas, they matter.
And then you become an author.
It’s not that hard to publish it when you’re done.
The publishing is a bonus, a way to seek completion, not the point of the exercise.
And… it’s not as lonely as you think.
PS if you sign up for my friend Kristin’s community of practice, you can do it together. With others on a similar journey. It’s generative, filled with possibility and fun.
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How To Use Groove Pages, Groove Sell & Groove Member To Sell Your Produc…
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The worst customers in the horeca
How do I even start, I have so many anekdotes but I’m also interested in any of your “lovely” encounters with customers in the service industry. This just happened to me today: It’s Friday evening around 19:40h and a customer calls in. Luckily peak hours are already over so I have time to stay on this call just in case. This customer calls in to tell me he had food delivered THREE TO FOUR WEEKS AGO. So at this point, I already know what this gentleman wants but I let him finish his story. He tells me he had this one dish with salted pork belly and he doesn’t remember the name of the dish. I ask him, maybe it’s this one dish <name of the dish> and he agrees it must have been that one. I’m like “okay how can I help you?”. He goes on “the pork was very salty, I let several other people try it too. They all said it is too salty”. I answer him “I see your complaint, the dish is supposed to be salty however. It might have been extra salty because the cook might have rubbed too much salt on it. I offer my excuses if that were the case.” So the customer continues “So I’m not that type of person that would usually post some negative reviews but…”. SIGH, of course he would bring up posting negative reviews, since I’m not offering him compensation as of yet. At this point 2.5 minutes have passed before he finished his complaint and I answer “Ah I see”. Just to test him out. What will you say next sir??? “But I am WILLING to order something again but only if you give me compensation like a voucher”. THERE it is. Well I might need to add that we are a Chinese restaurant in the Netherlands, some people think we Chinese do not argue over such demands. He asked for a “kortingscode” explicitly. I’m taking a second to bring myself to breathe. “Sir, I am sorry but I cannot do that. Our products are for immediate consumption. Three to four weeks later is too late to bring us this complaint and get compensation”. At this point this customer gets loud: “I don’t think you know what I mean” – “Sir, I do know what you mean. You want compensation for your next order” – “NO, STOP TALKING THROUGH ME GIRLIE, I NEVER ASKED FOR KORTING”. I’m baffled, like bro you explicitly asked for a <kortingscode>. “Sir just a few sentences ago, you asked for <kortingscode>, I am literally quoting you”. “YOU ARE NOT LISTENING TO ME” – “okay sir, then what is it that you want?” – “I just wanted to know if I were to order something, if you could do something about the price of the food”. Bruh… Smh. “No sir, I cannot give you a discount” – “WELL THEN NOW YOU CAN SURELY COUNT ON THAT NEGATIVE REVIEW. I’M NOT GOING TO ORDER EVER AGAIN” – “Okay do that, goodbye 👋”. I hang up. Seconds later he calls again, mind you he doesn’t call anonymously so I recognize him. “Good evening this is restaurant <name> how may I help you?” – “YOU STUPID CUNT..” <click> I hang up again but I’m furious now. Did he just call me a cunt? Again he calls “I’M GOING TO KEEP THIS LINE OPEN BY CALLING OVER AND OVER AGAIN” I now lost my cool “DO WHATEVER YOU WANT FUCKER” and I hang up again. He keeps calling and calling and I just mute ourselves. Now I have this idea to call him with my mobile phone just to keep his phone busy, keeping our restaurant line free. But now an even more annoying thing happens. My brother, the idiot, engages in the call from my phone. He licks this customer’s ass and fifteen minutes later he gives him a discount code. And after that he lectures me about not being customer friendly. Telling me I want to “win” every argument. Nah bro, this guy calls us weeks later. Who in their right mind would not hang up?? So yeah that happened, one of many great encounters I have had with customers. Tell me if you agree with me or my brother? Or even the customer, before he called me a cunt of course. What are some of your crazy customer stories?
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Email click-through rate sweet secrets
Let’s focus on how many emails we receive daily. Well, surprisingly, the number of mailings reaches an average of 121 emails per day (CampaignMonitor). So how to step out from the promotional-email-marketing-crowd? You have to make your mailing unique and eye-catching. It’s a kind of a harsh job when 14.5 billion spam emails are sent every day (Spam Laws). People most often automatically click the bin icon before even opening the email, so how do you get them not to only open it but also visit the website through it? Try some of our email marketing sweet secrets which as if by magic increase your statistics.
Emails optimized for mobile generate 15% higher click-through-rates
Nowadays, we live in a hurry, just compare how many times you check your private email inbox on mobile and on the desktop? According to Google, 75% of Gmail users use mobile devices to access their accounts. As the header says, emails optimized for mobile generate 15% higher click-through-rates. Find out, how SALESmanago helps you improve your email campaign results. (Ivesp)
With just one click, you can preview your email design for desktop and mobile separately. When creating an email in Drag & Drop Email Designer, just click on the ‘Preview’ icon on the top, and then select, which device preview you want to display. Save your time, instead of sending test mailings to yourself and your co-workers, check if everything is in the right order and place.
Including social sharing buttons in your emails can increase CTR by 158%
Social sharing icons are the direct links leading from a mailing to your website or social media profile. There is no mystery that email marketing generates better ROI than Social Media content, but combining these two can actually make your email statistics go wild.
Only 29% of email campaigns include social sharing icons, kinda strange because email messages, that include social media buttons, have a lot higher click-through rates statistics, than the ones that don’t contain them. Average CTR for emails without social sharing icons finds out about 2,4% and average CTR for emails that include them remains 6,2% (SuperOffice).To make it a piece of cake for SALESmanago customers, we prepared a special widget in Drag & Drop Email Designer, that allows you to increase your click-statistics through social media buttons.
You can connect any socials with your mailings, including Facebook, Twitter, YouTube, even Pinterest, and TikTok! Combine your mailing strategy with sharing your brand and prove how profitable it can be to mix email marketing with popular digital marketing channels!
Segmented email campaigns earn 100.95% higher click-through rates
Have you even bothered to read and click the emails you receive in your inbox that are not tailored to your interests? Good mailing has to speak to customers. With the right targeting, you can boost your revenue per email up to 3 times more than usual broadcast emails.
As segmented email campaigns earn 100.95% higher clickthrough rates as we introduced in our Drag&Drop Email Designer special feature – Conditional content (SmartInsights).
Differentiate offers and entire parts of the message, so they match the interests of selected groups of recipients of a single campaign. Use advanced content targeting, including conditions based on AI mechanisms, to precisely define contact segments for which a given variant will be displayed. This tool allows you to send multilingual mailings, customize offers available in the Loyalty Program, personalize content based on behavioral segmentation, and more.
Campaigns with images had 42% higher click-through rates
Are images in email campaigns help or hurt your click-statistics? According to research, emails with images had a 42% higher CTR than campaigns without images (GetVero). But images do not always have a positive impact on your mailing, an increase in the number of them decreases the average CTR. If you want to avoid spam filters, the ratio has to stay around 30-40% image to text (Neil Patel).
Remember, that overloading your mailing with additional pictures will slow down its opening and customers don’t like when you keep them waiting!
In SALESmanago, you can use an advanced widget, called Image group, which allows you to turn your pictures into one, link any of them with the various hyperlinks and lead to different parts of your websites.
Thanks to this tiny one, you can create beautiful email designs, with multiple pictures, considered as one by the customer.
marketing automation marketing automation
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Contact Center Tips
While contact centers that go omnichannel see better results, we’ve found that the phone continues to prevail as the preferred channel for customers. Still, customers clearly want options to be able to choose the best way for them to connect with your business as their needs, situations, and preferences change. https://preview.redd.it/ho62aws7vzn61.png?width=1024&format=png&auto=webp&s=25188ea5b2b2524eccb28a19f3b27117fb56da19
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Human Experience at the Core of CX: How Cloud Contact Centre Helps You Deliver Great CX
It’s the age-old question again: what do customers really want? Just when you finally get the grasp of how customers behave, their needs seem to take a new turn. At the very core of CX lies the seamless and easy communication that brings fast resolutions. So, investing in the right cloud contact centre solution is…
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Full Wishpond Review 2021 — Features&Comparisons
https://szdebrecen1.medium.com/full-wishpond-review-2021-features-comparisons-f10f571ddbc8
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CX Mids presents: Unlock Your CX Potential in 2021
The upcoming Unlock Your #CX Potential conference is set to bring global Customer Experience though leaders and practitioners together in a single day. This unique event will feature a range of experts including Ian Golding, Greg Melia and Deborah Cane. Taking place on March 25, the conference is a full-day event and returns for the second year,…
The post CX Mids presents: Unlock Your CX Potential in 2021 appeared first on Customer Experience Magazine. -
The Shirtforce Story: T-shirts & Charitable Causes
Shirtforce was founded by London Developer Community and London’s Calling conference leader, Todd Halfpenny. It was created as a community project, supplying humorous t-shirt designs to those in the tech industry, primarily focused at those in the Salesforce ecosystem whilst at the same time providing… Read More