CX Demo

Author: Franz Malten Buemann

  • Survey for Improving Customer Experience

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  • Content Underperforming? Here’s How to Remedy It.

    Implementing a content strategy is hard work. Going through all of the trouble to outline your process, write, edit, and optimize your content, only to have no one read it, engage with it, or use it as a resource, is a big bummer. It’s especially difficult when you know that there’s tons of value there,…
    The post Content Underperforming? Here’s How to Remedy It. appeared first on Benchmarkemail.

  • 3 Leadership Principles to Help Advance Your Employee and Customer Experience

    As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. 
    I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below. I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below.
    1. Deliver a One-Company Experience

    During this time, you have to be relevant and unite your organization to improve your customer’s lives. After all, customer experience at its core is about #LEADERSHIP.
    (Excerpt from my chat with my friends at @SweeneyAgency )#leadershipbravery #CX pic.twitter.com/5vzSdhTz8c

    — Jeanne Bliss (@JeanneBliss) December 13, 2020

    Don’t engage in fractured projects to address one customer concern or in response to a survey. Now is the time to unite and focus. Pick a few things that will benefit the whole organization versus every silo trying to get in their list. Use this time to determine three good things that you can do to improve the experience. A one-company focus paired with humanity is the secret recipe. 

    Don’t engage in fractured projects to address one customer concern or in response to a survey. Now is the time to unite and focus. #leadershipClick To Tweet

    2. Be Honest with Your Employees

    The other thing that we’re finding is that it’s really important to have fearless honesty with your employees. We’re all living in a world of, “What’s going to come next?” If you don’t communicate with your employees and/or your customers, they’re going to fill in that black hole. They’re going to surmise what’s coming next, or what’s happening to them. If you have a lot of worried employees sitting around, that vibe is going to pass on to your customer. It’s important to remember that what’s on the inside shows up on the outside.
    3. Don’t Underestimate the Importance of the Hello and Goodbye

    What people remember is the EFFORT to receive the service versus the actual experience that you deliver. All of this work is about the underbelly of the organization. All of it is about #LEADERSHIP. #leadershipbravery #lifelessons #employeeexperience #cx pic.twitter.com/hsdzgku6n0

    — Jeanne Bliss (@JeanneBliss) December 15, 2020

    The beginning and the end of an exchange is where you can find your big opportunities. How do you end a chat? What does your packing slip in a delivery look like? Think through the small details because they make a difference. Find ways that you can think outside of the box. This is especially important as more people are buying things online and getting shipments to their homes. 

    The beginning and the end of an exchange is where you can find your big opportunities. How do you end a chat? What does your packing slip in a delivery look like? #leadershipinnovationClick To Tweet

    Be sure to check out previous blog posts in which I share more advice from other C-Suite leaders about how to navigate these uncertain times.
    The post 3 Leadership Principles to Help Advance Your Employee and Customer Experience appeared first on Customer Bliss.

  • A Step-By-Step Guide to Facebook Advertising

    How you go about advertising your company online matters greatly for your email marketing strategy. The whole point of digital advertising is to generate traffic back to your site, where you can convert that site traffic from plain ol’ visitors to leads. But to achieve this, you need to maximize your ad potential on the…
    The post A Step-By-Step Guide to Facebook Advertising appeared first on Benchmarkemail.

  • Delivering the Service Customers Expect When the Unexpected Happens

    Sometimes we can foresee disruptive events, but often they are unpredictable. The COVID-19 pandemic has reinforced the importance of having the right technology in place so that even if organizations can’t predict every possible disaster, they can still plan for unexpected changes so you can quickly react with agility. For contact centers, this means having a robust, unified cloud-based platform that protects your ability to deliver exceptional customer service even in times of crisis. A platform that provides:
    Outbound dialers so you can proactively send out messages, emails, and text messages to keep customers informed and reduce your inbound volumes. Self-service functionality, such as IVR and call back abilities, that are easy to configure and update. Digital channels, including email and chatbots, that can be implemented quickly so you can alleviate the requirement for live agent interactions.
    Full article: https://www.niceincontact.com/blog/delivering-the-service-customers-expect-when-the-unexpected-happens
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  • Predictive Marketing: What it Is & How to Leverage It

    After months of working on a marketing campaign, nothing’s worse than realizing you aren’t seeing the results you expected.
    Unfortunately, many of us have been there. We’ve put all of our creative effort, time, and numerous resources into a campaign that sounded like a great idea, but had nowhere near the expected ROI or engagement. Then, on top of watching our project fail, we’ve had to deal with the awkward scenario of sharing bad performance data with our teams.
    No matter how hard you try, it’s impossible to know exactly how well a campaign will do before you run it. However, there’s a strategy that gets pretty close.
    It’s called predictive marketing.

    While predictive marketing sounds like some futuristic technology you’d only see on a show like Westworld, using data to estimate an outcome isn’t new.
    Predictive marketing is fueled by predictive analytics, which dates back to the 1930s. It enabled mathematicians and computers to calculate and analyze the possible successes, failures, and results of various scenarios — such as health or weather conditions.
    Later, in the 1990s, when analytics tools became more available to brands, marketers at companies like eBay and Amazon began to combine marketing data with similar formulas or algorithms to predict and strategize around potential consumer behaviors, purchases, and marketing campaign performance.
    In the early 2000s, with the presence of “Big Data” many more brands and online advertising platforms embraced predictive analytics and marketing technology.
    Now, predictive marketing is all around us. Below are just a few common instances of it, along with explanations of how brands can leverage it.

    Examples of Predictive Marketing
    1. Predictive Product Suggestions
    Have you ever considered buying a product, researched it, and then saw the same product — or a very similar one — in a promotion that showed up on a social media feed, in your email inbox, streaming platform, or another website’s banner? You’re not alone.
    Ecommerce site algorithms regularly collect data about your product interests based on what you’ve viewed or purchased from them. Then, these algorithms use that data to predict which products you’re most likely to buy next. This data is then used in the ecommerce ad or promotion a prospect sees.
    Need an example? Below is an EyeBuyDirect ad that appeared on my Facebook News Feed.

    As an EyeBuyDirect customer, I’ve bought many pairs of glasses with similar styles, shapes, or patterns to the pairs seen in the ad above. To compare, here are two of my recent purchases:

    If I needed new glasses, EyeBuyDirrect’s ad would be very appealing to me because it shows product offerings I’m very likely to view or buy.
    Rather than presenting the same ad or product to every audience member, predictive marketing tools can help you to direct customers to products they might be most interested in.
    If you’re planning to bring your business online and want to use predictive marketing to make more sales, several affordable ecommerce tools enable you to send predictive product suggestions to your audiences. You can learn more about them here.
    2. Predictive Lead Scoring
    Predictive marketing doesn’t just stop after you get a contact, customer, or lead.
    Once you build up your list of contacts, you’ll want to continue marketing to them or potentially direct them to a sales rep. But, if you try to market your brand continuously to every single one of your new contacts, you might waste serious time if they aren’t serious about buying your product or signing up for more content.
    To avoid giving too much time to unqualified leads, brands can use tools like HubSpot’s Predictive Lead Scoring feature to analyze contact data profiles and estimate which prospects are most likely to make a deal in the future.

    When you have a huge database of contacts with varying levels of interest in your product, brand, or service, predictive lead scoring data like that above can give you insight on which prospects to prioritize in your marketing or sales efforts first. In turn, this could give you a leg up on brands that waste crucial time and resources on deals that never happen.
    3. Automated Social Media Suggestions
    A handful of social media tools, including HubSpot Marketing Hub, use predictive analytics and audience data to estimate and suggest the best times to post your content on a given channel.
    On top of simple content timing suggestions, some tools go even deeper with social media content predictions. For example, when social media managers upload two or more images to the social media scheduling tool, Cortex, the platform will use historical data to determine which photo’s colors will be most eye-catching to followers.

    Image Source
    On top of the social media tools that can suggest strategies based on predicted outcomes, social channels like Facebook, Twitter, and Pinterest also offer some predictive tools within their ads platforms.
    For example, in 2018, news outlets obtained documents from Facebook revealing that it secretly launched a “Predictive Loyalty” feature within its ads. The feature reportedly analyzes Facebook user behavior, interests, page likes, and other data points to circulate ads to people that had the highest likelihood of clicking them, rather than just directing ads to a brand’s audience targets.
    Since Facebook’s predictive advertising news, Twitter’s also acknowledged that it uses predictive ad algorithms specifically for movies, TV, and entertainment-related promotions.
    Aside from predictive ad targeting, social platforms like Facebook and Pinterest also use algorithms to make predictions related to multivariate or A/B testing. With these types of tests, a brand will often submit two or more variations of their ad. When the ad goes live, the social media platforms will immediately analyze which variation is clicked on the most and predict which will have the best conversion outcome. From there, social media ads will begin to display the winning variation.
    4. Customer Churn Prevention Tools
    While many marketers focus primarily on gaining new customers, some might focus on creating content and offerings that continue to engage, retain, and even upsell current customers.
    But, sometimes, it can be hard to tell when customers need new, engaging content or when they’re likely to churn. That’s why some major companies have implemented predictive analytics as well as marketing strategies to identify and re-engage customers that are about to churn.
    Take Sprint for example. Back in 2014, when the cell-phone giant saw an all-time high customer churn rate, marketers and service reps began to use predictive analytics tools to determine which customers were most likely to cancel their service. Once they did this, they were able to target those customers with re-engagement communications, messaging, and special offers that would keep them signed up.
    According to a case study, Sprint’s predictive strategy led to a 10% decrease in customer churn, and an 800% increase in upgrades within 90 days of implementation.
    While your brand might not be able to implement complex, customer churn prediction tools, there are other ways you can use data to predict and prevent lost audiences.
    For example, by tracking email engagement data and which contacts are less likely to open or click on emails, you can create a list segment of contacts that are at-risk of unsubscribing and send a re-engagement email like the one below:

    5. Predictive SEO Tactics
    As a marketer, a major part of your job might involve creating blog posts, web pages, or other online content aimed to attract and convert audiences. Because search engines can provide major traffic wins and brand awareness to brands, you’ll likely want to produce valuable content that shows up on page one.
    But, once you’ve landed your high search result page position and gained solid organic traffic, you can use predictive data to prevent the future loss of your ranking and all the traffic that comes with it.
    This process, called predictive SEO, is when content strategists use traffic and search ranking analytics to determine if a web page is at risk of losing its traffic momentum from search engines.
    For HubSpot, our predictive SEO process involves using our At-Risk Content Tool — which analyzes data from SEMRush, Ahrefs, and other software — to determine when we’re losing our ranking on search engine pages.
    For example, if one of our posts shows up in the first spot on a Google search result page, then steadily goes down to spot three or four, our At-Risk Content Tool might flag the post as in danger of losing search traffic.
    Here’s what our At-Risk Content spreadsheet looks like. When a blog post begins to see declines that could potentially continue, a formula in the spreadsheet notes the blog post as “At-Risk” in the Status column on the right:

    If you’re a marketer who focuses primarily on web content, creating a strategy like this can proactively help you monitor the performance of many web pages at once, learn when old content really needs an update, or identify old content strategies or formats that need to be re-worked — all before you lose major search traffic.
    Want to replicate the predictive SEO strategy above? Here’s a detailed post with the full step-by-step process we used.
    What to Know When Using Predictive Marketing
    While predictive marketing can be a handy tool for justifying a new tactic or strategy, there are important things marketers should keep in mind if they want to leverage it.

    It’s not perfect: Even if an algorithm or marketing formula seems to give accurate estimates 99% of the time, the fact that marketing strategies rely on human engagement to succeed can cause a prediction to be wrong. While you can use predictive marketing data to justify investments or proposed strategies, you should have a plan for what to do if unexpected results occur.

    It can be pricey: While some predictive tools, such as HubSpot, can be affordable and easily accessible to smaller brands, other tools and predictive marketing projects that require analyzing large amounts of data can get costly. Be sure to start with scaleable affordable predictive tools or tactics first.

    It requires data: While some tools, such as ad or SEO software have access to historical consumer data, creating your own predictive marketing strategy from scratch might require you to have your own data set. Collecting, cleaning, and organizing this data so a predictive tool or algorithm can leverage it can take quite a lot of time which should be built into your predictive strategy.

    Want to learn more about how predictive analytics and data can fuel your marketing strategy? Click here for a handy blog post, or download the free resource below.

  • Cloud Predictive Dialer| Cloud based Predictive dialer | Ameyo

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  • Gamification: Boosting Employee Retention in Customer Service

    It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business. As an industry renowned for its high attrition rate (30-45%), customer service is facing perhaps…
    The post Gamification: Boosting Employee Retention in Customer Service appeared first on Customer Experience Magazine.

  • Email Marketing for Beginners

    Are you new to email marketing? In this guide, you’ll learn key terms, benefits, strategies, and the exact steps to run effective email marketing campaigns.

  • [NEW FEATURE] Turbocharge your Online Store search engine with AI Recommendations, NLP, Customer Data and Voice Recognition

     

     

    61% websites get search results below consumer expectations. This is why SALESmanago is introducing a new technology supporting Online Stores Search Engines with Artificial Intelligence, Natural Language Processing. And to increase your Customer Experience via mobile it includes Voice Recognition too. And all of that to make sure your Search Engine becomes another serious point of converting customers.

     

    More and more customers are using Search Engines at online Stores but those have their serious limitations

     

    According to the reports of Deconstructing E-Commerce Search and The State of Mobile E-Commerce Search and Category Navigation published by Baymard Institute these are the most problematic phenomena connected to Search Engines used by Online Stores

     

    61% get search results below consumer expectations,

    70%  do not support synonyms and related terms,

    46%  do not support thematic inquiries, 

    32% do not support symbols and abbreviations, which causes users to lose perfectly targeted products,

    27% of cases will not produce useful results if users misspell just one character in the product title.

     

    On top of that obviously there is the most important challenge of search results being somehow disconnected from the person making the query. Disconnected from the Customer Data Profile. SALESmanago Search Engine Turbocharger meets all these problems and lends a helping hand to marketers that want to improve this space of Customer Experience.

     

    .carousel {
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    .carousel-control.left:focus,
    .carousel-control.left:active {
    opacity: 0.5;
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    .carousel-control.right:hover {
    opacity: 0.9;
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    .carousel-control.right:focus,
    .carousel-control.right:active {
    opacity: 0.5;
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    .item img {
    position: absolute;
    top: 50%;
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    transform: translate(-50%, -50%);
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    .carousel-control {
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    @media (max-width: 440px) {
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    5 reasons you should make SALESmanago Search Engine Turbocharger an integral part of your search engine strategy at your online Store

     

    Search engines at Online Stores have always been kind of neglected simply because they are added as standard features of Online Store configuration especially when you set up your online store at one of the E-Commerce Platforms like Magento, Presta Shop, WooCommerce or Shopify. But now you do not have to be dependent on them and here is a list of what you can achieve now with the new SALESmanago Feature.

     

    Upgrade your online store search engine results by delivering answers perfectly matching all queries thanks to the use of advanced NLP technology and sets of interrelated computational approaches that work together to home in on user intent,

    Enrich your search engine page with AI-based product recommendations. Measure engagement in presented search results and score the effectiveness of each result to optimize feature recommendations,

    Apply merchandising expertise to drive incremental revenue. Create custom collections pages for special occasions by building unique campaigns with perfectly matched products,

    Simplify the way of products search thanks to the unbeatable AI Voice Search Engine which is seamlessly to use and easy to implement,

    Measure your searchandising success through available advanced reports and search analytics dashboard.

     

    Last but not least, with over 50% of the traffic worldwide coming from mobile devices by implementing the VOICE FEATURE make sure your customers browsing your online store via mobile phone do not face the pain of tedious manual searching for products and clicking through dozens of nonsensical filters.

     

    Examples of using Search Engine Turbocharger that will surprise you and your customers and sometimes go a little bit beyond what you may think search engine has been built for

     

    Surprise customers by displaying products that they exactly want to see – the newest technology allows all inquiries to be understood. That’s why customers can enter what they are looking for in any form, and they will get perfectly matched products to their interest. 

    Quicker searching by AI Voice Search – let customers find interesting products without losing time on entering queries, but only by clicking one button and saying what they are looking for. Perfect solution for users, who are accustomed to quick mobile usage. 

    Dedicated campaigns for special occasions – determine which products will be displayed for specific keywords entered by customers to search engine. Create unusual product recommendations for special occasions e.g. dreamed Christmas gifts or best birthday presents. 

    Better control by defining what filters should be returned to dedicated queries – define what kind of filters and products will be displayed for specific queries. Control what you show your customers if they are searching for nonstandard products which probably you don’t have in your main products range. Thanks to this, recommend products based on a cross-selling strategy. 

    Deeply analysis allows for sales growth – analyze which phrases are the most searched and improve your dedicated product recommendations to increase revenue.