Author: Franz Malten Buemann

  • The Three Language Changes You Can Make to Instantly Smooth Out Your CX

    Tone of voice matters. So far, so unsurprising. I’m a writer. I would say that. But what if I told you 97 percent of your UK brand and marketing colleagues agree? At Schwa, we’ve just run a big piece of research asking senior brand and marketing people on  six continents about tone of voice. And…
    The post The Three Language Changes You Can Make to Instantly Smooth Out Your CX appeared first on Customer Experience Magazine.

  • How to Create the Best PowerPoint Presentations [Examples & Templates]

    Some presentations are better than others. Some have gorgeous designs. Some have insanely actionable takeaways. Some just give down-to-earth advice. But the best presentations represent all three.
    And if you’re looking to get started making your own presentation, why not learn from the best of the best?
    To help you kick your own presentations up a notch, we’ve curated 24 awesome PowerPoint and SlideShare decks below. 

    When you’re clicking through the presentations below, notice how they weave an interesting story through the format, design their slides, and make their presentations interactive with features exclusive to the platform on which they were created. These are all crucial elements to making an awesome presentation — ones that you can certainly adapt and apply them to your own, with the right approach.
    Even better — you may just learn something new about marketing while you’re at it.

    1. Less is more.
    Here’s the thing — SlideShare exists for a reason. It allows users to view information in a presentation format without having to go somewhere else to see it presented. When you, a human being, deliver a presentation, chances are that that’s part of the reason why people are tuning in. They care about the topic, but they also are curious about the person speaking on it.
    That’s why it can be valuable to keep your slides simple when delivering a presentation to an audience in-person. You want the focus to be on the message, rather than just the slides themselves. Keep the slides on-topic, but simple enough that people can still pay attention to what you’re saying, using the visual presentation to support your message.
    2. Keep text to a minimum.
    One way to accomplish the aforementioned simplicity is to reduce the amount of text in your presentation. People recall information better when images are paired with it (as opposed to text), so to help your message resonate with the audience, focus on visual content when you create your slides — we’ll cover more on that in a bit.
    3. Rethink visuals.
    When you reduce the amount of text in your slides, you’ll need compelling visuals to support the message you’re delivering to your audience. But that doesn’t mean you can just throw some nice-looking photos onto your deck and move on. Like any other content strategy, the visual elements of your presentation need to be strategic and relevant.
    Templates

    Download 4 PowerPoint Templates for Free
    While PowerPoint templates have come a long way since the program was first unveiled to the world, chances are, they’re still commonly used. To help make your presentation unique, choose a theme that your audience hasn’t seen dozens of times before — one that matches your brand and complements the topic you’re speaking about.
    Sometimes, it pays to look beyond to other presentation platforms other than PowerPoint to find unique templates, like Prezi. There are also many visual content design sites that offer customizable templates that you can adapt for your own brand and topic, like Canva. In fact, in addition to templates, Canva also offers its very own platform for building presentations from scratch. 
    Additionally, you can also take a look at Venngage’s free presentation maker for more professionally designed templates, icons and high-quality stock photos that you can use right away.
    Charts and Graphs
    One of the best ways to support the message you’re delivering in your presentation is by including data and statistics — and the good news is that they, too, can be represented visually, rather than bulleted out in text.
    That’s where charts and graphs come in: They provide a colorful and engaging way to present the details that support your point. That said, make sure they fit in with the rest of your presentation’s visual theme — otherwise, it’ll distract the audience from what you’re talking about, rather than enhancing it. 
    Color Themes
    There’s been some research around the way color can influence our emotions, especially when used in marketing.
    And while the goal of your presentation may not necessarily be to make a sale, you might be trying to invoke certain feelings or impressions, which a strategic use of color can help you do. Check out Coschedule’s guide on the psychology of color in marketing, which highlights the ways different tones, shades, and combinations can influence purchasing decisions.
    Fonts
    When you do include text, you want it to be readable enough for your audience to fully consume and interpret it easily enough to avoid becoming distracted from your message. If you include text that’s too small or dense to easily read, they’ll become too focused on trying to decipher it to pay attention to what you’re saying.
    That’s why the designers at Visage recommend choosing Sans Serif fonts that opt for “legibility over fun,” noting that text should not only be big enough for people in the back of the room to read it, but also, presented in the right color to maintain visibility over your background.
    Image quality
    Incorporating this fabulous visual content into your presentation will go to waste if the images are low-quality. Make sure your photos and other visual assets are high-resolution enough to be crisp and clear when displayed on a huge presentation screen.

    4. Incorporate multimedia.
    There’s a reason why we love examples. You can give out the best advice available, but sometimes, in order to believe it, people need to see it in practice.
    Multimedia is one way to achieve that — in a manner that can also capture and maintain your audience’s attention. A simple Google search for “music in presentations” yields enough soundtrack results to suggests that it’s a unique way of engaging your audience, or at least create a welcoming atmosphere before and after you speak.
    Within the presentation itself, video — as it is in so many other applications — serves as valuable visual content to keep your audience engaged. After all, 43% of people want to see more video content from marketers, often because it helps to illustrate and explain theories in practice in a way that the spoken word or photographs can’t do alone.

    1. How to Produce Better Content Ideas Mark Johnstone
    We all get writer’s block sometimes. You’ll stare at a screen, hoping for inspiration to strike — and for that idea to be amazing.
    But that’s not actually the best way to think of ideas. In the presentation below, Mark Johnstone outlines a better way to brainstorm ideas that will help build your business.

     

    2. How Google Works by Eric Schmidt
    Ever wonder what it’s actually like to work at Google? The presentation below from Eric Schmidt (Alphabet, Inc.’s Executive Chairman and ex-CEO of Google) could clue you in — it outlines some of the top lessons he and his team have learned from running and hiring for one of the top companies in the world. Besides giving you a peek behind the scenes of a top company, it could inspire you to make changes to the way your business runs.

    3. Fix Your Really Bad PowerPoint by Slide Comet
    Okay, maybe your PowerPoint isn’t that bad, but this presentation has some awesome takeaways we all could learn from. Even if you’re following all the tips in this presentation (inspired by Seth Godin’s e-book), you can sure be inspired by its expert copy and design.

     

    4. Why Content Marketing Fails by Rand Fishkin
    Sometimes, the most helpful pieces of content tell you what not to do. Rand Fishkin’s presentation does just that. He takes an in-depth look at the most common reasons people fail at content marketing — and offers practical, original advice on fixing it.

    5. The What If Technique by Motivate Design
    Most marketers are looking to grow … but sometimes they can get stuck making incremental improvements. While these improvements are growth, larger, bigger growth jumps are what most people want. To help you get unstuck from incrementalism, Motivate Design outlined a process in the presentation below.

    6. Digital Strategy 101 by Bud Caddell
    Even though this presentation is almost 100 slides long, its content is pure gold. Caddell answers some of the biggest FAQs about digital strategy in a very accessible way. The reason his slides are so straightforward is because of the way he’s laid them out. He’s really adept at making “animated” slides explain his story — something we all should learn how to do.

    7. 10 Ways to Win the Internets by Upworthy
    Even though Upworthy’s got a bad rap for creating clickbait headlines, their lessons on going viral are incredibly interesting. Besides having great advice about going viral, Upworthy does a great job of making its presentation interactive using clickable links.

    8. Crap: The Content Marketing Deluge by Velocity Partners
    Even though this SlideShare is a few years old, it’s one every content marketer should flip through. The reason we love it so much is because the message — and delivery of that message — is pretty much flawless. Definitely take a second to flip through the presentation, as you’ll learn a great lesson while also soaking up a great piece of SlideShare content.

    9. What Would Steve Do? 10 Lessons from the World’s Most Captivating Presenters by HubSpot
    Not to toot our own horn, but this presentation has been one of our most successful ones, so we wanted to share it with you. I personally love how actionable tips are provided in a visual way. For example, in slides 47 through 49, the author explains the difference between “showing” and “telling” by putting the word “circle” next to a picture of a circle. Although showing, not telling, is a key storytelling technique in writing, it’s especially effective in presentations.

    10. How I Got 2.5 Million Views on SlideShare by Nick Demey
    Feeling inspired to create a SlideShare of your own? Make sure you flip through Nick Demey’s presentation first. He shares some tried-and-true tips for creating awesome presentations that rack up tons of views.

    11. 10 Powerful Body Language Tips for Your Next Presentation by Soap Presentations
    This presentation is inspirational from a design perspective — we especially love the color scheme. Using complementary colors (colors opposite each other on the color wheel) can be overwhelming at times, but because Soap Presentations uses them with lots of white space in the background, the colors draw your attention to the content of the slides.

    12. What 33 Successful Entrepreneurs Learned From Failure by ReferralCandy
    Learning from mistakes is a crucial part of growing in your professional and personal lives. But sometimes, it’s better to learn from others’ mistakes instead of making them yourself. This presentation outlines some core lessons successful entrepreneurs have learned by making mistakes. Read on so you don’t have to make the same ones.

    13. Displaying Data by Bipul Deb Nath
    We admire presentation for its exceptional display of data — now this post will explain how to do the same in your own presentations. I also love how this presentation is very concise and minimal, as it helps communicate a fairly advanced topic in an easy-to-understand way.

    14. Design Your Career 2017 by Slides That Rock
    This advice of this presentation is applicable (and its design admirable) even a few years later. The whole black-and-white color scheme really makes the salmon accent color pop — and the SlideShare creatively combines these elements for different slide layouts. Definitely bookmark this presentation as an example of a great SlideShare design.

    15. A-Z Culture Glossary 2017 by sparks & honey

    The first time I heard the phrase “on fleek,” I had no idea what it meant. (Apparently, it’s a term that means “on point,” in case you were wondering.)
    If you’re like me and feel like it’s nearly impossible to keep up with the latest cultural trends, spend time with the presentation below. It’ll outline the most popular trends you should know this year — most definitely worth a read.

     

    16. The History of SEO by HubSpot
    SEO’s changed a lot in the past two decades. Most of us are concerned with keeping up with the latest and greatest changes … but have you ever taken a minute to step back in time? The presentation below will walk you through SEO history from the very beginning — it’s been a fascinating ride.

    17. 5 Killer Ways to Design the Same Slide by Crispy Presentations
    Once you start designing presentations, it’s easy to fall back on tried-and-true layouts, photos, fonts, and colors. While keeping everything consistent can be good for branding or for shipping a deck quickly, it can also prevent people from noticing the awesome new content you’ve put together. The quick presentation below shows you a few different ways you can design the same slide — all depending on what you want it to accomplish.

    18. The Seven Deadly Social Media Sins by XPLAIN
    Besides having some great takeaways for any inbound marketer, I love how this presentation successfully uses Creative Commons images in almost every slide. It’s pretty inspirational — even if you don’t have budget for stock photos, you can have an engaging presentation.

    19. The Minimum Lovable Product by Spook Studio
    When they’re first getting started, many startups and agile teams talk about creating a minimal viable product — using the smallest amount of resources to produce something that’s good enough to begin testing. After all, why pour tons of resources into something that you don’t know will work?
    This presentation challenges the MVP concept in favor for creating something that people love. Check it out — it has lessons even for those of us who aren’t building technology every day.

    20. How to Teach Yourself HTML and CSS This Month by Ryan Bonhardt
    Lots of people have “learn to code” on their to-do list … but they never get to it. In marketing, knowing how to navigate code is becoming even more important to being successful. If you’ve been waiting to get started with coding, check out the presentation below.

    21. How People Really Hold and Touch (Their Phones) by Steven Hoober
    When you hear the phrase “design for mobile” what do you think? Probably that you need to create a responsive website, and that’s about it.
    But that’s not all you need to worry about. When you’re creating mobile-optimized content, you need to know how people actually use their phones — and the presentation below will you a great overview of consumer behavior.

    22. How to Really Get Into Marketing by Inbound.org
    If you’re graduating from school or making a career change and looking to get into marketing, it can feel tough to actually get started. It’s one of those “you need experience to get the job, but you have no experience” conundrums.
    Well, that’s where this presentation comes in. Hull growth marketer Ed Fry — once employee #1 at Inbound.org — gives real, actionable tips to help you get your foot in the door at your next marketing gig.

    23. Search for Meaning in B2B Marketing by Velocity Partners
    Sometimes, it’s easy to get bogged down and think you’re doing “just marketing.” You’re not operating on people and saving lives, right?
    From the creators of “Crap: The Content Marketing Deluge” comes the following presentation. If you’re ever feeling down-in-the-dumps about marketing, I’d highly recommend reading it. It’s thoughtful, funny, and a great presentation to keep in your back pocket for a rainy day.

    PowerPoint Your Presentation in the Right Direction
    The best PowerPoint presentations have gorgeous designs, give insanely actionable takeaways, and provide down-to-earth advice.
    Learn from these best PowerPoint presentation examples to create your own that represents all three.
    Want more? Read 14 PowerPoint Presentation Tips for Building More Creative Slideshows [+Templates].

  • What’s a Competitive Analysis & How Do You Conduct One?

    When was the last time you ran a competitive analysis for your brand?
    And most importantly, do you know how to do one efficiently?
    If you’re not sure, or if the last “analysis” you ran was a quick perusal of a competitor’s website and social media presence, you’re likely missing out on important intelligence that could help your brand grow.

    A competitive analysis can help you learn the ins and outs of how your competition works, and identify potential opportunities where you can out-perform them.
    It also enables you to stay atop of industry trends and ensure your product is consistently meeting — and exceeding — industry standards.
    Let’s dive into a few more benefits of conducting competitive analyses:

    Helps you identify your product’s unique value proposition and what makes your product different from competitors’, which can inform future marketing efforts.
    Enables you to identify what your competitor is doing right. This information is critical for staying relevant and ensuring both your product and your marketing campaigns are outperforming industry standards.
    Tells you where your competitors are falling short — which helps you identify areas of opportunities in the marketplace, and test out new, unique marketing strategies they haven’t taken advantage of.
    Learn through customer reviews what’s missing in a competitor’s product, and consider how you might add features to your own product to meet those needs.
    Provides you with a benchmark against which you can measure your own growth.

    Convinced, yet? Next, let’s dive into how you can conduct a competitive analysis for your own company.
    Competitive Analysis in Marketing
    Every brand can benefit from regular competitor analysis. By performing a competitor analysis, you’ll be able to:

    Identify gaps in the market
    Develop new products and services
    Uncover market trends
    Market and sell more effectively

    As you can see, learning any of these four components will lead your brand down the path of achievement. 
    Next, let’s dive into 12 steps you can take to conduct a comprehensive competitive analysis.
    1. Determine who your competitors are.
    First, you’ll need to figure out who you’re really competing with so you can compare the data accurately. What works in a business similar to yours may not work for your brand.
    So how can you do this?
    Divide your “competitors” into two categories: direct and indirect.
    Direct competitors are businesses that offer a product or service that could pass as a similar substitute for yours, and that operate in your same geographic area.
    On the flip side, an indirect competitor is one that provides products that are not the same but could satisfy the same customer need or solve the same problem.
    It seems simple enough on paper, but these two terms are often misused.
    When comparing your brand, you should only focus on your direct competitors. This is something many brands get wrong.
    Let’s use an example: Stitch Fix and Fabletics are both subscription-based services that sell clothes on a monthly basis and serve a similar target audience.
    But as we look deeper, we can see that the actual product (clothes in this case) are not really the same; one brand focuses on stylish everyday outfits while the other is workout-centric attire only.
    Yes, these brands satisfy the same need for women (having trendy clothes delivered right to their doorstep each month), but they do so with completely different types of clothing, making them indirect competitors.
    This means Kate Hudson’s team at Fabletics would not want to spend their time studying Stitch Fix too closely since their audiences probably vary quite a bit. Even if it’s only slightly, this tiny variation is enough to make a big difference.
    Now, this doesn’t mean you should toss your indirect competitors out the window completely.
    Keep these brands on your radar since they could shift positions at any time and cross over into the direct competitor zone. Using our example, Stitch Fix could start a workout line, which would certainly change things for Fabletics.
    This is also one of the reasons why you’ll want to routinely run a competitor analysis. The market can and will shift at anytime, and if you’re not constantly scoping it out, you won’t be aware of these changes until it’s too late.
    2. Determine what products your competitors offer.
    At the heart of any business is its product or service, which is what makes this a good place to start.
    You’ll want to analyze your competitor’s complete product line and the quality of the products or services they’re offering.
    You should also take note of their pricing and any discounts they’re offering customers.
    Some questions to consider include:

    Are they a low-cost or high-cost provider?
    Are they working mainly volume sales or one-o purchases?
    What is their market share?
    What are characteristics and needs of their ideal customers?
    Are they using different pricing strategies for online purchases versus brick andmortar?
    How does the company differentiate itself from its competitors?
    How do they distribute their products/services?

    3. Research your competitors sales tactics and results.
    Running a sales analysis of your competitors can be a bit tricky.
    You’ll want to track down the answers to questions such as:

    What does the sales process look like?
    What channels are they selling through?
    Do they have multiple locations and how does this give them an advantage?
    Are they expanding? Scaling down?
    Do they have partner reselling programs?
    What are their customers reasons for not buying? For ending their relationship with the company?
    What are their revenues each year? What about total sales volume?
    Do they regularly discount their products or services?
    How involved is a salesperson in the process?

    These helpful pieces of information will give you an idea of how competitive the sales process is, and what information you need to prepare your sales reps with to compete during the final buy stage.
    For publicly held companies, you can find annual reports online, but you’ll have to do some sleuthing to find this info from privately owned businesses.
    You could find some of this information by searching through your CRM and reaching out to those customers who mentioned they were considering your competitor. Find out what made them choose your product or service over others out there.
    To do this, run a report that shows all prospective deals where there was an identified competitor.
    If this data is not something you currently record, talk to marketing and sales to implement a system where prospects are questioned about the other companies they are considering.
    Essentially, they’ll need to ask their leads (either through a form field or during a one- on-one sales conversation) to identify who their current service providers are, who they’ve used in the past, and who else they are considering during the buying process.
    When a competitor is identified, have your sales team dive deeper by asking why they are considering switching to your product. If you’ve already lost the deal, be sure to follow up the with prospect to determine why you lost to your competitor. What services or features attracted the prospect? Was it about price? What’s the prospect’s impression of your sales process? If they’ve already made the switch, find out why they made this decision.
    By asking open-ended questions, you’ll have honest feedback about what customers find appealing about your brand and what might be turning customers away.
    Once you’ve answered these questions, you can start scoping out your competitor’s marketing efforts.
    4. Take a look at your competitors’ pricing, as well as any perks they offer.
    There are a few major factors that go into correctly pricing your product — and one major one is understanding how much your competitors’ are charging for a similar product or service.
    If you feel your product offers superior features to that of a competitors’, you might consider making your product or service more expensive than industry standards. However, if you do that, you’ll want to ensure your sales reps are ready to explain why your product is worth the additional cost.
    Alternatively, perhaps you feel there’s a gap in your industry for affordable products. If that’s the case, you might aim to charge less than competitors’ and appeal to prospects who aren’t looking to break the bank for a high-quality product.
    Of course, there are other factors that go into correctly pricing a product, but it’s critical you stay on-top of industry pricing to ensure you’re pricing your product in a way that feels reasonable to prospects.
    Additionally, take a look at any perks your competitors’ offer and how you might match those perks to compete. For instance, perhaps competitors’ offer a major referral discount, or a month-long free trial version. These perks could be the reason you’re losing customers, so if it feels reasonable for your brand, consider where you might match those perks — or provide some unique perks of your own, if competitors’ don’t offer any.
    5. Ensure you’re meeting competitive shipping costs.
    Did you know expensive shipping is the number one reason for cart abandonment?
    Nowadays, free shipping is a major perk that can attract consumers to choose one brand over another. If you work in an industry where shipping is a major factor — like ecommerce — you’ll want to take a look at competitors’ shipping costs and ensure you’re meeting (if not exceeding) those prices.
    If most of your competitors’ offer free shipping, you’ll want to look into the option for your own company. If free shipping isn’t a practical option for your business, consider how you might differentiate in other ways — including loyalty programs, holiday discounts, or giveaways on social media.
    6. Analyze how your competitors market their products.
    Analyzing your competitor’s website is the fastest way to gauge their marketing efforts. Take note of any of the following items and copy down the specific URL for future reference:

    Do they have a blog?
    Are they creating whitepapers or ebooks?
    Do they post videos or webinars?
    Do they have a podcast?
    Are they using static visual content such as infographics and cartoons?
    What about slide decks?
    Do they have a FAQs section?
    Are there featured articles?
    Do you see press releases?
    Do they have a media kit?
    What about case studies?
    Do they publish buying guides and data sheets?
    What online and offine advertising campaigns are they running?

    7. Take note of your competition’s content strategy.
    Then, take a look at the quantity of these items. Do they have several hundred blog posts or a small handful? Are there five white papers and just one ebook?
    Next, determine the frequency of these content assets. Are they publishing something new each week or once a month? How often does a new ebook or case study come out?
    Chances are, if you come across a robust archive of content, your competitor has been publishing regularly. Depending on the topics they’re discussing, this content may help you hone in on their lead generating strategies.
    From there, you should move on to evaluating the quality of their content. After all, if the quality is lacking, it won’t matter how often they post since their target audience won’t find much value there.
    Choose a small handful of samples to review instead of tackling every single piece to make the process more manageable.
    Your sampler should include content pieces covering a variety of topics so you’ll have a fairly complete picture of what your competitor shares with their target audience.
    When analyzing your competitor’s content, consider the following questions:

    How accurate is their content?
    Are spelling or grammar errors present?
    How in-depth does their content go? (Is it introductory level that just scratches the surface or more advanced topics with high-level ideas?)
    What tone do they use?
    Is the content structured for readability? (Are they using bullet points, bold headings, and numbered lists?)
    Is their content free and available to anyone or do their readers need to opt-in?
    Who is writing their content? (In-house team? One person? Multiple contributors?)
    Is there a visible byline or bio attached to their articles?

    As you continue to scan the content, pay attention to the photos and imagery your competitors are using.
    Do you quickly scroll past generic stock photos or are you impressed by custom illustrations and images?If they’re using stock photos, do they at least have overlays of text quotes or calls-to- action that are specific to their business?
    If their photos are custom, are they sourced from outside graphic professionals or do they appear to be done in-house?
    When you have a solid understanding of your competitor’s content marketing strategy, it’s time to find out if it’s truly working for them.
    8. Learn what technology stack your competitors’ use.
    Understanding what types of technology your competitors’ use can be critical for helping your own company reduce friction and increase momentum within your organization.
    For instance, perhaps you’ve seen positive reviews about a competitor’s customer service — as you’re conducting research, you learn the customer uses powerful customer service software you haven’t been taking advantage of. This information should arm you with the opportunity to outperform your competitors’ processes.
    To figure out which software your competitors’ use, type the company’s URL into Built With, an effective tool for unveiling what technology your competitors’ site runs on, along with third-party plugins ranging from analytics system to CRMs.
    Alternatively, you might consider looking at competitors’ job listings, particularly for engineer or web developer roles. The job listing will likely mention which tools a candidate needs to be familiar with — a creative way to gain intel into the technology your competitors’ use.
    9. Analyze the level of engagement on your competitor’s content.
    To gauge how engaging your competitor’s content is to their readers, you’ll need to see how their target audience responds to what they’re posting.
    Check the average number of comments, shares, and likes on your competitor’s content and find out if:

    Certain topics resonate better than others
    The comments are negative, positive, or a mix
    People are tweeting about specific topics more than others
    Readers respond better to Facebook updates about certain content
    Don’t forget to note if your competitor categorizes their content using tags, and if they have social media follow and share buttons attached to each piece of content. Both of these will a ect engagement activity.

    10. Observe how they promote their marketing content.
    From engagement, you’ll move right along to your competitor’s content promotion strategy.

    Keyword density in the copy itself
    Image ALT text tags
    Use of internal linking

    The following questions can also help you prioritize and focus on what to pay attention to:

    Which keywords are your competitors focusing on that you still haven’t tapped into?
    What content of theirs is highly shared and linked to? How does your content compare?
    Which social media platforms is your target audience using and the most active on?
    What other sites are linking back to your competitor’s site, but not yours?
    Who else is sharing what your competitors are publishing?
    Who is referring traffic to your competitor’s site?
    For the keywords you want to focus on, what is the diffculty level? There are several free (and paid) tools that will give you a comprehensive evaluation of your competitor’s search engine optimization.

    11. Look at their social media presence, strategies, and go-to platforms
    The last area you’ll want to evaluate when it comes to marketing is your competitor’s social media presence and engagement rates.
    How does your competition drive engagement with their brand through social media? Do you see social sharing buttons with each article? Does your competitor have links to their social media channels in the header, footer, or somewhere else? Are these clearly visible? Do they use calls-to-action with these buttons?
    If your competitors are using a social network that you may not be on, it’s worth learning more about how that platform may be able to help your business, too. To determine if a new social media platform is worth your time, check your competitor’s engagement rates on those sites. First, visit the following sites to see if your competition has an account on these platforms:

    Facebook
    Twitter
    Instagram
    Snapchat
    LinkedIn
    YouTube
    Pinterest

    Then, take note of the following quantitative items from each platform:

    Number of fans/followers
    Posting frequency and consistency
    Content engagement (Are users leaving comments or sharing their posts?)
    Content virality (How many shares, repins, and retweets do their posts get?)

    With the same critical eye you used to gauge your competition’s content marketing strategy, take a fine-toothed comb to analyze their social media strategy.
    What kind of content are they posting? Are they more focused on driving people to landing pages, resulting in new leads? Or are they posting visual content to promote engagement and brand awareness?
    How much of this content is original? Do they share curated content from other sources? Are these sources regular contributors? What is the overall tone of the content?
    How does your competition interact with their followers? How frequently do their followers interact with their content?
    After you collect this data, generate an overall grade for the quality of your competitor’s content. This will help you compare the rest of your competitors using a similar grading scale.
    12. Perform a SWOT Analysis to learn their strengths, weaknesses, opportunities, and threats
    As you evaluate each component in your competitor analysis (business, sales, and marketing), get into the habit of performing a simplified SWOT analysis at the same time.
    This means you’ll take note of your competitor’s strengths, weaknesses, opportunities, and threats any time you assess an overall grade.
    Some questions to get you started include:

    What is your competitor doing really well with? (Products, content marketing, socialmedia, etc.)
    Where does your competitor have the advantage over your brand?
    What is the weakest area for your competitor?
    Where does your brand have the advantage over your competitor?
    What could they do better with?
    In what areas would you consider this competitor as a threat?
    Are there opportunities in the market that your competitor has identified?

    You’ll be able to compare their weaknesses against your strengths and vice versa. By doing this, you can better position your company, and you’ll start to uncover areas for improvement within your own brand.
    How Does Your Business Currently Stack Up?
    Before you accurately compare your competition, you need to establish a baseline. This also helps when it comes time to perform a SWOT analysis.
    Take an objective look at your business, sales, and marketing e orts through the same metrics you use to evaluate your competition.
    Record this information just like you would with a competitor and use this as your baseline to compare across the board.
    Ready to get started with the full ebook and template?Click here to access the complete Competitive Analysis Kit.
    Editor’s Note; This post was originally published prior to July 2018 but was updated in November 2019 for comprehensiveness.

  • The Best Social Media Management Tools

    In the world of social media marketing, there are hundreds of tools and software with features capable of helping you with different aspects of your social media strategy. These tools — also known as social media management tools — can assist with social media creation, collaboration, planning, scheduling , sharing, analysis, and more.
    In this blog post, we’ll cover what social media management tools are, how your team can benefit from them, and 12 of the best options available today.
    Let’s get started.
    What is social media management?
    Social media management is the process of handling (managing) your entire social media strategy. This includes planning, publishing, engaging, strategizing, and analyzing your social media content across the social platforms your business uses. It also entails understanding your social media strategy’s level of success so you can improve upon it.
    Get certified in social media strategy with a free social media marketing course.
    Social Media Management Tools
    As mentioned above, there are a plethora of social media management tools available today. Some are meant to help with a wide array of social media management needs. Meanwhile, other tools are meant for specific types of social media management (e.g. tools for agencies) or facets of social media management (e.g. social listening or analytics). No matter your needs, goals, or industry, there’s a social media management tool for you.
    Why use social media management tools?
    Social media management tools assist with your social media strategy — typically, they have scheduling, publishing, collaborating, listening, and/or reporting capabilities. They also often have the ability to streamline interactions with followers cross-platform, offer access to all of your social accounts via a single dashboard, and analyze your success. They may also integrate with other tools your team uses such as your Marketing Software or CRM.
    The 12 tools below are separated into categories based on what they’re meant for — as you read their descriptions, keep in mind that some of them overlap categories. For example, many of the general tools are great for small businesses — and many of the free tools are too.
    Best General Social Media Management Tools
    The following tools are ideal for all social media management teams — you can customize them to help you meet your specific needs and goals.
    1.HubSpot Social Media Management Software

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    HubSpot monitors all interactions, conversations, and audiences on your Facebook, Instagram, Twitter, and LinkedIn profiles. It allows you to effectively target specific audiences with personalized messaging using context from the contact database in your CRM as well as data from your Marketing Software. Meaning, with HubSpot, you can manage your entire social media strategy — from planning to sharing to analysis — from a single and central location.
    Here are some other notable features you’ll get from using HubSpot’s Social Media Management software:

    Turn your content offers into social posts.
    Schedule social posts weeks in advance on all of your profiles.
    Keep up with current trends by monitoring keywords that are important to your brand and audience.
    Reply to anyone who commented on your profile or post through HubSpot.

    2. Sprout Social

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    SproutSocial is a social media management tool that assists with social listening, publishing, engagement, and analysis. The tool streamlines the processes of sharing relevant content on social platforms as well as creating and sending personalized messages to prospects, customers, and followers — all of this support frees up valuable time for social media managers.
    Customer service features exist to help you offer assistance to customers on social when they want and need it. With Sprout Social you’ll be able to develop a better understanding of who your audience members are and what they want from you on social as well as how you can improve upon your current strategy.
    (Note: Sprout Social’s customer care functionality integrates with HubSpot.)
    3. Falcon.io

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    Falcon.io is a social media marketing platform with a social media management solution that saves you time by helping you maximize reach, impact, and engagement among your audience.
    The software has social listening capabilities to help you identify target audience members and prospects, understand what people are saying about your brand on social media, identify opportunities for engagement, and efficiently respond to any customer comments or concerns.
    There’s also a content calendar that makes cross-platform social media planning easy and quick. Plus, you can view and respond to all customer messages and questions on one dashboard so no queries go unresolved.
    (Note: Falcon.io integrates with HubSpot so you can easily sync customer data for campaigns, create custom audiences, and offer effective customer service via social media.)
    Best Free Social Media Management Tools
    Here are some effective free social media management tools. It’s not uncommon for tools to have a free version as well as paid plans that you can upgrade to as you grow and require greater functionality from your tool.
    1. Hootsuite

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    Hootsuite is a social media marketing and management tool. It has a dashboard through which you can manage all aspects of your social media strategy. Although there are paid plans with more capabilities, Hootsuite offers a free plan that works well if you’re a small business. With the free plan, you can schedule up to 30 social posts in advance.
    You’ll also be able to manage three different social profiles from your dashboard with Hootsuite’s free plan. Lastly, this option works for small businesses because only one person has access to the account.
    2. TweetDeck

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    Although TweetDeck is just for Twitter users, it’s a powerful social media management tool if you’re on the platform. This free tool allows you to simultaneously manage multiple Twitter profiles via a central dashboard.
    Schedule Tweets ahead, monitor your competition, set alerts for your most important Tweets and Twitter activity, and manage your lists with ease. You can also customize your timelines as well as view and respond to conversations and Tweets in real-time via your dashboard.
    3. Buffer

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    Buffer has a free plan that you can move to once you’ve completed your free trial with the software. Similar to Hootsuite, Buffer’s free plan works well if you have a small business with a small social media presence. This plan offers the ability to manage three social channels. You can schedule 10 posts in advance and only one user has access to your Buffer dashboard.
    Best Social Media Management Tools for Small Businesses
    Here are some social media management tools meant for small businesses.
    1. Everypost

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    Everypost is a social media tool that allows you to manage multiple profiles and accounts at once. Customize your social posts, schedule them in advance, and share them all via a single platform.
    Tailor social content for different platforms and then cross-post it from Everypost to streamline the process of sharing content across profiles. Use the tool to collaborate internally and manage roles — this way, you can delegate content to certain people on your team as needed.
    2. Agorapulse

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    Agorapulse is a social media management platform that helps you improve social engagement and relationship building across your social profiles.
    With this tool, you can schedule your content, interact with followers, and get reports to determine the success of your strategy and ROI of your engagement. There’s also a single inbox through which you can view, share, and respond to customer comments and questions.
    Real-time collaboration makes it easy to send different team members customer inquiries and work on content together. Take advantage of the flexible scheduling features to either schedule individual posts or bulk schedule posts.
    Additionally, the Agorapulse CRM that this tool automatically comes with tracks followers and their interactions with your brand so you can learn from those engagements now and reference them in the future.
    3. Content Cal

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    Content Cal is a social media management tool meant for planning and publishing content. There’s an easy-to-use visual calendar you can pair with approval flows to ensure specific posts are shared at the right time.
    Pull in content from other tools — such as Facebook, Slack, Google Drive, or Dropbox — to share on social. You can also collaborate with team members and ask for their feedback easily using the tool’s comments feature.
    Best Social Media Management Tools for Agencies
    The following social media management tools are ideal for agencies.
    1. Sendible

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    Sendible is a social media management platform specifically designed for agencies. The tool has an interactive and customizable content calendar so you and your team can view and collaborate on all social posts that are created, planned, and shared.
    Use the content suggestion feature to get new ideas for content that’s likely to resonate with your client’s audience. There’s also a single-view inbox so you can look at all client messages at once — plus a priority filter option which allows you to filter and prioritize chats.
    Lastly, set up user hierarchies and workflows to set permissions for certain team members — this way, certain people have to sign off on client content prior to it going live.
    2. Nuvi

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    Nuvi is a social media management, marketing, and customer experience (CX) platform. It includes management tools for social listening, planning, publishing, engaging, reporting, and more — all with an end goal of creating an excellent experience for your customers and clients. Add permissions to your workflows so team members at your agency can collaborate and ensure all content is reviewed by the necessary people prior to it going live.
    Create, plan, and schedule your content so it goes live when it needs to. Then, measure performance and keep an eye on competitors to understand what social media strategies are working best for them.
    The engagement feature will make it easy to prioritize social media engagement and allow you to organize, prioritize, and share those engagements internally with the correct team members. Plus social listening features will ensure you don’t miss a beat across any of your accounts.
    3. HeyOrca!

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    HeyOrca! is a social media management tool for agencies. The platform allows you to manage all of your social content and clients in a central location so you can offer a seamless and memorable customer experience.
    The content calendar allows you to share your plans for scheduled content easily with team members and/or clients. Create multiple content calendars — each with unique team members and social profiles — for each of your clients to keep things organized.
    Create mock ups of all content you plan to share on social so your team members and clients can give the go-ahead prior to it being shared. You can also easily share your content with clients via HeyOrca! to get their feedback (and you can choose which versions of that content you want your clients to be able to see or not see).
    Lastly, offer clients easy-to-understand reports to show them how successful the content you’re creating for their social media profiles is.
    The management tools we reviewed above have the power to help you reach (and exceed) your social media goals. Determine what you need out of a tool to help you identify which option has the capabilities and features needed to help you achieve those goals.

  • Blog vs. Podcast: Which Is the Best Choice for Your Business?

    Blogs and podcasts are both powerhouse marketing tools. Company blogs are well-established inbound marketing channels, while business podcasts are the up-and-comers garnering a lot of excitement in the industry.
    A few stats in the blog corner:

    59% of marketers find business blogging valuable. (DemandMetric)
    Prioritizing blogging gave companies 13X the ROI compared with companies that did not prioritize their blogs. (HubSpot)
    About 70 million new blog posts are published each month on WordPress alone, with 77 million comments added per month. (WordPress)

    And in the podcast corner:

    37% of Americans ages 12 and older listened to a podcast in the previous month. (Edison Research)
    Podcast listening is more prevalent among younger Americans. 49% of people aged 12 to 34 listened to a podcast in the previous month, followed by 40% of people ages 35 to 54, and 22% of people aged 55 and above. (Edison Research)
    The heaviest podcasts users listen while they are away from home; often while at work. (Nielson)

    Both blogs and podcasts nurture customer relationships, validate expertise, deepen brand loyalty, capture search, and generate leads. But each tool has benefits and drawbacks, and you probably wonder which will offer your business the most significant ROI.
    Let’s take a closer look at the pros and cons of blogs and podcasts, the audiences for each — and when offering both is best.
    Podcast Benefits and Drawbacks
    The Pros of Podcasting
    1. Podcasts are personable and facilitate connections.
    Your podcast host or hosts lend a human voice to your brand. Podcasts put a knowledgeable person from your company in conversation with industry experts to tackle current topics and share advice, often with a touch of lighthearted humor. You can also ask your audience what they want you to cover and whether they have questions they want answered.
    2. Podcasts reach younger audiences.
    An entertaining and informative podcast is an opportunity to build brand awareness among Millennials and Gen Z.
    3. Podcast listeners are growing fast.
    The number of people who listened to a podcast at least once increased by 20 million between 2018 and 2019. The number of weekly listeners rose by 14 million in that time.
    4. Podcasts increase opportunities to reach your audience.
    People can listen to podcasts while driving, working out, or doing the dishes. Reading a blog post requires stopping and reading on a computer or mobile device.
    The Cons of Podcasting
    1. Podcast tech can be intimidating.
    Getting comfortable with podcast technology can feel daunting. Learning the tech and launching a podcast requires time and money, and companies with small marketing teams and budgets can question the ROI.
    2. Podcasts take time.
    Once you are comfortable, podcast production still requires a significant investment of time. You have to brainstorm topics, reach out to guests, and record, before shifting to post-production and marketing.
    3. There’s a call-to-action gap.
    People listening to podcasts in their car or on a walk can’t press the CTA button the moment the inspiration hits. Instead, they must choose to return to your website to explore and fill out a form.
    Blog Pros and Cons
    The Benefits of Blogging
    1. Blogs support search engine optimization (SEO).
    Including keywords in authoritative and helpful blog posts can drive traffic to your website.
    2. Blogs don’t require as much tech knowledge.
    For a blog, you need a strong writer and someone who knows how to publish the post to your platform.
    3. Blogs draw leads.
    Companies that blog earn 67% more leads on average per month than those that don’t.
    The Drawbacks of Blogging
    1. Blogs face stiff competition.
    It’s not enough to pick a topic based on the keywords people are searching in your industry. There are scores of blogs across industries and subject areas. To make your blog stand out you have to go deeper, approach topics from a unique angle, and share must-know expert advice.
    2. Blogs must offer value — and it’s no easy task.
    With so much pre-existing content online, you have to offer an above-and-beyond return on your reader’s time investment. Then, once you’ve grabbed attention, it’s important to deliver consistent high-value content so your blog becomes a destination for knowledge building rather than a one-time find.
    3. Blogs require a strong copy team.
    Overcoming the cons of blogging takes a creative group of content strategists, writers, and editors who spot opportunities for engaging blogs that teach and help readers solve real-world problems.
    Determine who you need to reach.
    Blog readers, podcast listeners, or both? To decide the ideal medium for your content, get clear about who you want to engage with, what they want to know, and how they access their content.
    The number of people listening to podcasts on mobile apps increased 60% between 2018 and 2019, and millennials drive that growth. One-third of listeners between ages 25 and 35 pressed play on at least five podcasts per week. Reasons for listening to podcasts range from entertainment, staying updated, and learning something new.
    Podcast consumers differ slightly by gender, as well, with 39% of males and 36% of females in the U.S. listening to a podcast in the previous month.
    Escape Fitness is an example of a company podcast that knows its fitness-industry audience, and produces audio content that engages. Weekly episodes of the Escape Your Limits podcast feature discussions with entrepreneurs about health, exercise, productivity, and the mindset needed for success.
    The HubSpot 2017 Content Trends Survey found that 18% of consumers in the US, Germany, Colombia, and Mexico want blogs from the brands they support. Though that percentage may appear small — it is mighty. Businesses that blog get more website visitors and receive 67% more leads than those that don’t.
    Among people who read blogs regularly, 34% read to learn something new, 20% for entertainment, and 12% to learn about news and trends in their job industry.
    Because people are there to learn, you should focus on content that makes their life easier at work and beyond. The Grammarly blog does a great job of providing value for students, job-hunters, and people for whom English is a second language. You’ll find to-the-point posts on writing persuasive essays, giving writer feedback, and common writing problems, such as passive voice or run-on sentences.
    People skim articles for tidbits of information rather than read them thoroughly. Your blog posts should be easily skimmable with headers that help them understand the topic more deeply, and engaging images or graphics that act as stepping stones from top to bottom. List articles are easy to skim and break your copy into bite-size pieces, and many marketers say they perform well.
    When to Consider Both a Podcast and a Blog
    Choosing between the two isn’t always necessary, and some companies benefit from offering both, if they have the budget and the time. REI Co-Op has produced four podcasts and has an extensive blog covering the environment, gear, and how-tos.
    Here are first-steps to aid your decision making and lay the groundwork for a successful launch whether you share your brand through one or both mediums:
    1. Assess your marketing team.
    Has someone been pushing your company to create a blog and tossing topic ideas your way for the past year? Maybe they’ve even been writing shorter posts for LinkedIn already.
    And perhaps someone else on your team devours podcasts and has heard enough of them from within your industry to understand what works and what doesn’t. Knowledgeable and passionate marketers make developing blogs and podcasts more manageable with a better chance of success.
    2. Explore tools and platforms.
    If you already have a CMS, such as HubSpot, it’s simple to add a blog. You can focus on building a content calendar, graphic design, and a blog marketing plan.
    Recently, podcast platforms to streamline production and releases have also come online. Casted, for example, offers a podcast marketing platform that integrates with a company’s existing customer relationship management (CRM) and content management system (CMS) tools.
    The podcast platform also offers a service that helps companies build their podcasts from scratch, so marketers learn the tools while moving production forward.
    3. Understand that voice content is here to stay.
    You saw those stats above. Like video before it, voice content is fast shifting from nice-to-have to must-have. But if producing a ground-up podcast isn’t in your wheelhouse or the budget, don’t fret; you can make your blog content audio accessible.
    For example, Vooozer is an audio marketing solution that extends a blog’s reach with narration by real people and audio players embedded in the blog. People can learn and get advice from your company while they’re driving or on their lunch-break, and the CTA is on the same page to boot.
    4. Assess the competition and clarify your value.
    You need to know what’s out there so you don’t churn out content that’s already extensively covered. Research long-tail keywords to help you brainstorm niche topics that separate you from the pack on both platforms.
    Blogs and podcasts increase your inbound marketing reach and nurture customer relationships. Choose the strategy that makes the most sense for your company, your in-house talent, and your customers, and you’ll see results.

  • 3 Crucial Contact Center Trends in 2021

    After assessing how the pandemic had changed the call center in 2020, we decided to peek over the parapet at 2021.
    We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

    Read the Full Industry Report Here:
    Contact Center Trends 2021

    Here’s what they said.
    Contact Center Trends 2021
    1. Increasing Empathy
    The one word that came up time and time again in our research was ’empathy.’ That doesn’t happen all the time.  We had to listen.
    “Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”— Bill Quiseng CX Expert, Speaker & Consultant
    We were all given a little empathetic medicine this year. Nobody escaped the long lines and endless waiting times.
    COVID-19 wasn’t ‘somebody else’s problem.’ It was everyone’s problem. And contact centers were utterly overwhelmed in the floods of anxious customer calls.
    We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021.
    “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”— Shep Hyken, CS & CX Expert, Keynote Speaker, and NYT Bestselling Author at hyken.com
    2. The Great Contact Center Diaspora
    They say it takes 21 days to ‘form’ a habit and 90 days to make it a permanent lifestyle change. I would argue that 90 days isn’t long enough. But 300+ days must be.
    “The obvious statement here is that WFH is here to stay. How do we evolve working from home to make it easier, more secure, and efficient for the business and our associates?”— Thomas Laird, CEO, Expivia
    It is HIGHLY unlikely that we will see a return to the contact center in the way that many anticipated at the beginning of the crisis. Even if as little as 30% of agents remain WFH, it’ll still be a significant increase in less than a year. And we believe it’s likely to be more.
    The investments in infrastructure and technology to make remote working possible won’t vanish. Virtual working has many benefits that haven’t even been realized because companies are resisting the change. The companies that realize there’s no going back will be ahead of the pack, just as those contact centers who invested in cloud technology before the pandemic found migration a lot easier.
    “Sometimes, external factors force us to challenge the status quo of how we’ve delivered CX and run operations. These optimizations will continue long after the epidemic subsides.”— Matt Beatty, Executive Vice President of Sales & Marketing at Brightmetrics™
    3.  The Voice Channel Strikes Back
    For many years, it seemed like technology companies were waging war on the voice channel. Lockdown illustrated just how crucial the voice channel is in a digital world.
    Voice is still the dominant channel in the contact center and will remain so for many years. We need to find ways to make it better instead of trying to stamp it out.
    “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Consumers feel isolated as it is. Demand for empathetic human connections is increasing, not decreasing.”— Kristyn Emenecker, Executive Leader — Marketing, Strategy, Product, CX
    In an increasingly digital world, humans will continue to seek out ways to make a human connection. There’s no substitute for a human voice when you have a complex problem. Sometimes, you just need to speak to a person.
    “If 2020 has taught us anything, it’s that people need human connection and clear communication. To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.”— Paul Liljenquist, President of ClearView

    Find Out the Rest of the Trends:
    Contact Center Trends 2021

     
     
     
     
     

    Historic Call Center & Customer Experience Trends
    We saw this year that most people in the contact center industry believe the pandemic has changed the contact center forever.
    As a mark of that watershed, we thought it would be interesting to look back over the call center trends of the last decade, so you can see how the story unfolds.
    Contact Center Trends 2020
    Change is the only constant trend.
    Everything from how we shop to how we listen to music has changed in the last two decades. That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. 
    The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future. With this ‘meta-trend’ to give us some context, here are the top trend predictions for the call center in 2020.
    Omnichannel, Cloud-Based Contact Centers
    As the contact center melds into the ‘experience hub,’ omnichannel communication will become the standard. It will allow companies to standardize and unify customer communications across multiple communication channels.
    To deliver this, we expect to see many more contact centers migrate to the cloud in 2020. On the business end, cloud-based software can improve local service reliability and allow for faster upgrades and better functionality. 
    We’re expecting to see more than two-thirds of service providers move their contact centers to the cloud over the next 12 months.

    More than two-thirds of service providers will move their contact centers to the cloud in 2020. #contactcenter #cloud #2020trendsClick To Tweet

    AI is here to stay
    AI has been a growing trend in contact centers and customer service providers for a couple of years now, but in 2020 we’re expecting to see it come to the fore.More than a third of service organizations already have a defined AI strategy, and more than half are currently investigating ways to use it in the business.
    Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future.
    But this doesn’t mean you’ll get a robot on the other end of the phone; AI will instead free up humans to better handle more complex cases, cases that require empathy and time.

    As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. #contactcenter #2020trendsClick To Tweet

    Call Centers Will Change in 2020
    As the contact center’s focus turns to creating value rather than reducing expenses, KPIs like ‘customer satisfaction’ and ‘service level’ will become increasingly favored over metrics like ‘average handling time.’
    As managers look to improve the customer experience, ‘soft-skills’ like empathy and active listening will be more in-demand in contact center agents. Perhaps more importantly, managers will look at ‘agent satisfaction’ as a critical differentiator.
    It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.
    Contact Center Trends 2019
    In 2019, contact center superheroes should watch for the plots, characters, and villains within them. As always, we keep watch of the continuously shifting trends and issues pertinent to contact centers.
    Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019.
    Storyline: Gamification
    While much has changed in the last decade, one storyline will remain constant:
    Contact center teams will continue to face surges in call volume bravely.
    Managing a contact center has a unique set of challenges. Employee attrition is high on the list (contact center turnover was as high as 33% a few years ago). While the cause of the high turnover rate is debatable, managers can help keep agents motivated via interactive, game-like principles in different contexts. By adding playful elements such as competition, rewards, and recognition in your contact center, you can facilitate and reward learning, creativity, and social and personal growth.
    And remember: As a contact center manager, anything that benefits customers, agents, and your overall infrastructure benefits you. Only you can control the heroic arc of your brand’s
    Storyline: Investing in Agents
    ‘Saving the day’ for contact center agents will be a predominant quest in 2019. While companies are fixated on the bottom line, they will increasingly acknowledge that agents form their business’s backbone. It’s time to treat them right.
    Contact center culture will get a much overdue upgrade in 2019 – it is a needed investment. As Richard J. Snow of Ventana writes, “90 percent or more of most contact center’s operating budget is allocated to keep existing processes and systems running,” rather than improving agent support bolstering contact center resources.
    Contact Center Trends 2018
    This coming year, several key trends are poised to impact contact centers around the globe significantly. Some of these have transitioned from being “nice-to-have” to being essential, while others are brand new and expected to play a substantial role.
    Here are trends for 2018 that are sure to shake up the industry.
    1.  A Focus on Customer Experience Strategies

    How would you feel if 45% of your customers switched to a competitor who charged more for an equivalent product simply because of a better customer experience? It’s a scary thought; however, it’s the reality these days. According to this Customer Experience Executive Report, customers place a premium on great experiences, and 63% of them would pay more for a better experience.
    The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Companies have realized that the customer experience directly affects loyalty and, accordingly, the trend is expected to continue in and beyond 2018.
    2. Consistency Across Multi-Channel is a Top Challenge
    Consistency means that regardless of the channel (email, webchat, phone, etc.), the experience – and the information conveyed – is the same. If you don’t ensure consistency across multiple customer service channels, then the overall experience will be negative, potentially negating your investment in multi-channel.
    That’s a challenge for companies today, and it will only get more challenging in 2018. According to the State of Customer Service, customer experience leaders’ main objective will be to deliver an ‘effortless’ multi-channel experience.
    Which Topics Are Most Important for Your Customer Service Department in 2017?
     

    3. FCR is the Most Important Metric
    Customers and businesses both identify FCR as the top priority during interactions. And when circling back to the issue of consistency across channels, FCR becomes even more critical.
    Getting customer interactions right the first time, with accurate information across all mediums, ensures fewer further engagement requirements.
    The Customer Experience Executive Report reveals that FCR is a customer’s #1 priority. 70% of customers identify First Contact Resolution as the most important factor when interacting with a brand. Unfortunately, only 10% of organizations believe they are “excellent” at delivering on this expectation.
    In 2018, contact centers needed to put extra efforts to ensure FCR is being met – regardless of the channel.
    Which of the Following Are IMPORTANT When Receiving Customer Service?
     

     
    4. Increased Pressure to Showcase Real ROI
    Customer service leaders tend to use a combination of KPIs to track performance, with NPS (Net Promoter Score) and CSat (Customer Satisfaction) being the most common. While these metrics are crucial, they only indirectly help a company understand how the contact center contributes to financial success. According to the State of Customer Service, the ability to calculate the return on investment from customer care is a weak point. Expect executives to put more pressure on tracking and measuring ROI in 2018.
    How Well Can You Measure the ROI of Your Customer Service Initiative?

    Call Center Trends 2017
    The contact center industry is currently in a transition phase, where modern ones will refashion legacy systems, and the once ‘low-level’ agent positions will be replaced by robust technology. You must build your contact center for the future. And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations‘ success around the world.
    Here are the ten most prominent trends that can help call center professionals stay ahead of the curve.
    1. Omni-Channel Communications 
    The ability to escalate from channel-to-channel was once a luxury; however, today’s customers demand nothing less. Only 36% of contact centers can track a customer journey that spans multiple channels, and only 17% can locate problem hotspots that impact the customer experience. By 2020, the demand for omnichannel support will be amplified by the need for nearly perfect execution.
    From the ‘Inner Circle Guide to Omni-Channel Customer Contact’ by ContactBabel, the image below reveals the current state of multi-channel, multi-modal, and omnichannel offerings by contact centers.

     
    Most contact centers have adopted multi-channel; however, only 12% describe themselves as omnichannel. Indeed, the leap towards omnichannel will be a big one, and it should happen very shortly.
    2. Go Digital or Go Home
    Greater access to information and the convenience of doing business on the go means that call centers must configure their applications to be agile and responsive. People under 55 years of age now rate mobile applications as a top choice for customer service channels.
    As contact center leaders begin to catch on to the importance of user-friendly online customer experiences, digital channel planning is set to increase by the following percent over the next 12 months:

    Web chat: 44.3% to 81.1%

    Mobile apps: 41.6% to 75.45%

    Social media: 51.4% to 76.1%

    A digital transformation strategy will be critical as mobile bandwidth’s cost goes down and omnichannel / machine-to-machine communications advance.
    3. ‘Hello?’ Is it the Voice Channel You’re Looking for?

    ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Although digital channels are growing in popularity, the phone still handles 57.7% of interactions.
    How can contact centers provide the best care on the voice channel?
    1. Training:  Proper, consistent, and ongoing training will help ensure those voice interactions are met with quality and precision.
    2. Technology:  Hold times have always created a concern for customers using the voice channel and must be eliminated at all costs. Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business.

    Tip:
    If your contact center cares about the customer experience, wants to reduce abandon rates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017.

    4. Measure Your Performance, and You’ll Go Far
    This year, contact centers will see an increase in the number of implementations for performance management solutions. While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year.
    In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth.
    5. Social Media − a Not-So-Secret Weapon

    Hootsuite released a report this year, which found over 2.7 billion active social media users, for a global penetration of 37% and an annual growth rate of 21%. Though most businesses have observed the need for social support, 29.3% of them are still not utilizing it; instead, they’re redirecting customers to another channel.
    Consumers want a place to give quick feedback, vent, and interact with their favorite brands. Responsive social support teams see this trend as an opportunity to create a unified customer experience.
    On the flip side, any negative comments can be detrimental, and if they go unanswered, it can make customers suspicious.
    Call Center Trends 2016
    Did you know the cost of poor customer service is over $41 billion per year? Zendesk also reported that 82% of customers stopped doing business with a company because of subpar customer service.
    The best way of deciding how to improve performance at the contact center is to step back and look at it from a 360-degree view. It’s a lot to consider, which is why this whitepaper will help highlight the most popular areas being forecasted this year.
    These nine call center trends will give contact center managers a solid understanding of how they can help shift operations into high gear.
    1) Customer Communication Will Move Across Channels
    According to Forrester, 95% of customers use more than one channel to communicate with companies, while Accenture reports 65% of customers are frustrated by inconsistent experiences.
    Today, customers can communicate through several channels: web, chat, phone, email, and text, each of which need to support a positive experience. Companies need to start transitioning between channels in a much more sophisticated and intuitive way for your customer service agents to provide quality assistance in a multi-channel environment.
    2) The Cloud Will Reign Supreme
    The Cloud Contact Center is predicted to become the number one platform of choice for many businesses in 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Gartner further suggests that in 2016, more than half of the Global 1000 companies will store sensitive customer information within the cloud. Therefore, companies will increasingly adopt virtual call centers due to improved security and efficiency.
    While cost reduction is typically the main factor when investing in an enterprise solution – it’s no longer the sole motivator for moving to Contact Center as a Service (CCaaS). Other noteworthy reasons are:

    Speed of deployment
    Flexibility and scalability
    Ease of operations

    3) Customers Want to Help Themselves
    Harvard Business Review reported that 57% of customers visit a company’s website to resolve an issue but, due to bad user experiences, are forced to dial into their call center instead. That will shift in 2016, as self-service will become a critical factor in any successful multi-channel strategy.
    In the last five years alone, customer preference for automated self-service has doubled to 55%, and Gartner predicts that by 2020 customers will manage 85% of the relationship without any human interaction. Forrester found that at least 45% of customers will abandon an online purchase if they can’t quickly find answers to their questions.
    Companies need to ensure that they provide quick resolutions to inquiries as customers are more frequently browsing the web with their mobile phones to locate information.

    4) Video Chat Will Get More Face Time

    Video chat is reportedly handling less than 0.2% of contact center traffic. Still, forward-thinking companies such as Schuh and Amazon have already deployed video as part of their customer service strategy. In 2016, the demand for this type of service will only grow, and more companies will be encouraged to test their effectiveness.
    When the customer requires a more in-depth, more technical experience, video chat is a quick and affordable way for agents to assist them. Although not new to social communication, this system is in its infancy as a contact center tool.
    5) Social Media is Synonymous With Customer Support
    While only 3% of companies communicate on social media, it doesn’t stop customers from voicing their dissatisfaction through these networks. A study by NewVoice says 59% of 25-34-year-olds share poor customer experiences online. That’s why customer service agents need to be present, active, and alert on these channels.
    Last week, Fonolo hosted another insightful Google Hangout, discussing the top 3 call center trends for 2016. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
    The Surge of Mobile Customer Care
    Here are some stats to think about when considering mobile customer care.

    87% of people say their smartphone never leaves their side
    80% of people say the first thing they do when they wake up is check their phone
    78% say they spend more than two hours every day using their phone
    And 68% say that in the next five years we will do everything on mobile devices

    So what does this mean for customer support? Let’s hear what the panel has to say.

    Self Service as a Consumer Preference
    More and more, customers simply want to solve inquires on their own – especially for simple questions like “what’s the balance on my account.” In fact, according to Salesforce, 72% of people think self-service support is a fast and easy way to handle issues.
    The problem is that users are complaining about poor online experiences (57% according to Harvard Business Review), and therefore they’re forced to just dial into the call center. Meaning, merely providing self-service doesn’t mean a customer will find it useful.
    So the question is, how can companies improve self-service so that it’s tailored to the customer’s needs? Listen to what the panel has to say.

    The Impact of Social Media Support
    Here’s the face of social media today. 56% of companies did not respond to messages posted on their Facebook page, and 71% of Twitter complaints went ignored entirely. Customers are sharing their negative experiences online, and companies are NOT using that as an opportunity to save the customer and protect their brand image.
    With all the tools available to manage social media, why are so many contact centers falling behind? Let’s hear the panel discuss this topic.

    Question about Chat-Based Customer Service
    Audience members ask a question about Chat. They want to know where we see this trend going in 2016.
    Let’s watch the panel address this question.

    Call Center Trends 2015
    In the past, dealing with the phone system’s nuances and agent training were the biggest hurdles. Today, those challenges span multiple channels and include demanding metrics and increased competition.
    Contact centers will continue to transform in the year ahead. Adapting to changes in the call center industry has become an annual requirement.
    Here are the top 10 trends that contact center leaders must understand and address this year.
    1. Why Gamification Matters
    Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement.
    Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.
    In this video, experts discuss if gamification will grow in the next year.

    2. Customer Service Goes Mobile
    Mobile devices are rapidly becoming the preferred choice for consumers when communicating with companies. As business executives look for better ways to engage with customers and partners, more than half of these decision-makers will focus on mobile.
    This year mobile apps will be a $55.7 billion market (Chart A). Here are some other interesting stats to keep in mind:

    Business spending on mobile projects will grow 100% by 2015.
    One billion consumers will have smartphones by 2016.
    US consumers alone will own 257 million smartphones and 126 million tablets by 2016
    (Chart B).

    3. Video Support
    Another trend that will impact call centers this year will be video chat. Many companies have already incorporated some form of video support (e.g., “how-to” videos, answering common support questions). However, the new shift in the video channel will be toward live support. Chat solutions have become so popular that consumers want the same experience, but with video instead of text.
    4. SMS in the Call Center
    Texting via SMS is turning out to be more important than once thought. Consumers are accustomed to this mode of conversation, and we’re finally starting to see it trickle down to customer service. Customers expect an immediate response to texting. 44% of consumers with texting capabilities would prefer to press a button to initiate a text conversation immediately, rather than waiting on hold to speak with an agent.
    Traditionally, businesses use texting to send a widespread marketing message or alert/reminder; however, customers want more than that. According to Harris Interactive, consumers want the ability to start a conversation via SMS for answers commonly found on self-service channels. Customers are looking for more convenience when it comes to SMS.
     

     
    Overall, 64% of consumers would prefer to use texting over voice as a customer service channel. Ensure that you consider these capabilities to stay ahead of the competition, as customers will expect texting to be a part of the conversational dialogue.
     

    5. Virtual Queuing
    81% of all consumers agree that it’s frustrating to be tied to a phone, waiting for customer service help. This is where virtual queuing (call-back technology) comes into play. The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller.
    There are five significant reasons why call centers will deploy call-back technology this year:

    Improving First Call Resolution (FCR)
    Reducing Abandonment Rate (read the success story)
    Escalating from a digital channel to voice
    Improving Average Handle Time (AHT)
    Smoothing out volume spikes (watch the video)

    Call-back technology is finally getting the mainstream acceptance it deserves.
    Call Center Trends 2014
    The call center industry relies heavily on understanding the trends that affect client communications and ultimately leads to customer satisfaction.
    Here are the top 12 trends that contact center leaders need to understand and address this year to stay competitive and deliver a great customer experience.
    1. The Cloud and the Winds of Change
    According to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. Change is coming, and the proof is in the numbers:

    2013: 6 out of 10 contact centers had plans for cloud-based deployments.
    2015: 18% of contact center seats will be delivered by cloud-based infrastructure. (Up from just 2.2% in 2008.)
    2016: 50% of Global 1000 companies will have stored customer-sensitive data in the cloud.

    2. The Value of Metrics
    Tracking KPIs and other metrics to improve call center performance continues to be necessary. Understanding and benchmarking against these metrics is still the best way to maintain high standards of customer service.
    As of last year, only 43% of call centers had a high understanding of KPIs. In 2014 it was crucial to measure and understand the metrics that matter most, including; First Call Resolution (FCR), Abandonment Rates, Average Handle Time (AHT), Average Speed to Answer (ASA), and Cost-per-Call.
    3. A Knowledge Base is Crucial to Online Services
    In 2013, Zendesk stated that 72% of customers were going online to serve themselves; however, only 52% found the information they needed. This year, expect companies to adopt best practices in knowledge management so that information is easier to find and utilize for greater service efficiencies.
    A properly scripted menu leads customers to the answers they need, provides them with the opportunity to navigate to a live agent, and decreases the overall call volume that reaches the call center. 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem.
    4. Mobility is Climbing to Higher Peaks
    Forrester stated that companies would spend about $900 million on mobile processes in 2013 and expect this number to triple in 2014. Seven hundred twenty-two million smartphones were shipped in 2012, bringing the worldwide installed base to 1 billion. In 2014, smartphone shipments were expected to surpass 1 billion for the first time, marking another milestone in mobile devices’ dominance.
    The focus is now on customer engagement and user-friendly navigation. Ensuring that the interaction with customers is clear and easy to understand will be crucial in redesigning or creating your mobile applications. It’s equally important to provide the best customer experience on your mobile app by combining tools that enhance customer interaction. Adam Faulkner, a specialist in customer service and contact center systems, says, “2014 will see mobile apps combine with services such as call-back and web chat to make engagement even easier for customers”.

    Source: The Contact Center Satisfaction Index Mid-Year 2013
    5. Big Data is Getting Bigger
    Companies are increasingly trying to obtain a 360-degree view of the customer by blending customer feedback data with their existing CRM systems.
    IDC predicts that the market for Big Data will reach $16.1 billion in 2014, growing six times faster than the overall IT market. With that in mind, Data Scientists have become more desirable since it’s the management and use of all this data that will be the key differentiator. Ultimately, businesses need to find more ways to connect the mix of structured and unstructured data, helping them better address their customers’ needs.
    6. The Rise of the Super Agent

    In a perfect world, you could staff your call center with highly trained “Super-Agents.” These agents are able to take on a range of responsibilities and engage with customers across multiple channels, resulting in operational efficiencies, increased customer loyalty, and higher sales.
    For many companies, developing a corporate culture where the real value is placed in the call center and reflected in hiring, training, and nurturing talent is a readily achievable goal.
    Creating the super-agent takes time and patience, both scarce commodities in most call centers. Not every employee is up to the challenge, but recognizing, training, and promoting the ones is key to this objective.
    Call Center Trends 2013
    The gap between customer expectations of phone-based support and reality is more significant than ever. Read the following list of call center trends that will help shape your support strategy in the coming year and beyond.

    1.    Cloud Call Centers

    Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.
    The proportion of call center seats in the cloud will reach 18% by this time, up from just 2.2% in 2008.
    Initially, the recession drove financially-pressed companies to embrace the cloud because of quick deployment and great value. Now that the functional gap with premise-based solutions is narrowing, cloud-based infrastructure is not only a viable alternative to more call centers – but a more logical one.

    2.    Smartphones 

    Global smartphone shipments are expected to jump this year by 25%, according to Digitimes Research. By 2015, IDC expects more US consumers will access the internet through smartphones than PCs.
    Smartphones’ potential to improve the call center experience, combined with their widespread adoption, resulted in a flurry of mobile customer service product releases in 2012:

    Mobile Call-Back by Fonolo

    NinaTM: Virtual Assistant by Nuance

    Mobile Reach by NICE

    Interaction Mobilizer by Interactive Intelligence

    Mobile Engagement by Genesys

    Forrester reports that 68% of call center decision-makers believe mobile integration is a high priority for customer relationships.
    They predict this trend will grow the number and sophistication of mobile customer service vendors in 2013.

    3.    Gamification

    Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.
    We expect the number of vendors and sophistication will increase in 2013, and more call centers to give gamification a try.

    4.    Customer Feedback

    When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Call centers are notorious for implementing many different technologies, making reporting difficult, convoluted, and time-consuming.
    Managers want to tackle this challenge head-on. Over 40% of call center managers plan to upgrade their customer feedback surveys within two years, more than any other customer interaction upgrade.
    As the customer experience becomes a top priority, timely and accurate feedback becomes an absolute requirement. According to Gartner, customer feedback surveys are “especially important for learning about end-user dissatisfaction before it gets escalated.”

    5.    Video Support

    Video is making its way to the call center, thanks to the amount and detail of information it provides customers. 18% of managers plan to introduce or upgrade this emerging technology in the next two years.
    The following companies have embraced video support, IKEA just recently, and are reaping the benefits:

    IKEA – How To Assembly Videos

    Verizon – Frequently Asked Questions Videos

    iRobot – Videos Related to Roomba Vacuum Cleaners

    We expect more call centers to introduce video into their support strategies to give their customers a better service experience.
    At the end of 2012, Fonolo hosted a Google Hangout with industry experts to discuss upcoming call center trends for 2013. This fabulous panel was eager to share their expertise and thoughts on five hot topics to watch for; cloud-based call centers, mobile customer service, social media, visual IVR, and virtual queuing.
    Call Center Trends 2012
    The call center industry continues to evolve as it responds to changes in the global business environment. Economic pressures, new technologies, increased competition, and customer behavior are all affecting the landscape.
    Here are ten call center trends to look out for in 2012.
    1. Emotion Detection

    Emotion detection is an automated way to measure how a caller feels. It is based on how loud a customer is talking, their tone, pitch, and how fast they speak.
    Some call centers prioritize callers based on how angry they are. The system will intuitively listen to the caller while they are on hold, and if a caller is vocally upset, they will receive a higher priority in the queue and connect to an agent faster.
    While on hold with Scotiabank, I was immediately connected with an agent when I started yelling. That mitigated my frustration and demonstrates how emotion detection can make for a less frustrating experience.
    2. The Cloud

    More call centers are migrating to the cloud because of the benefits it provides. The biggest driver for this is the cost reduction, followed by scalability and easier call center management.
    By 2013, Gartner Research predicts that at least 75% of customer-focused call centers will use a form of the cloud in their call centers.
    3. Mobile

    The rapid increase in mobile adoption has altered the call center landscape. DestinationCRM.com published an article, “Can Mobile and IVR Avoid a Fight?”, which identifies a new generation of consumers who are choosing their mobile devices as their initial point of contact for customer service. That leaves the call center in the back seat in terms of interaction preferences.
    Mickey Ristroph, Chief Technology Officer of Mutual Mobile, says, “Mobile will not completely replace an IVR or the Web, but it will become people’s first choice.” Mobile plays a significant role in deflecting calls from traditional call centers, and we expect this trend to continue as mobile adoption increases.
    4. Scheduled Call-Backs

    Nothing is more frustrating to a caller than having to wait on hold. And it’s far too common in an era where call center budgets have been repeatedly slashed.
    A scheduled call-back eliminates the time spent waiting on hold and offers the customer the option to receive a call when an agent becomes available.
    5. Voice of the Customer (VOC)

    The call center experience is inherently emotional, and qualitative analytics is an effective way to measure and make sense.
    As a result, Voice of the Customer (VOC) programs are becoming more popular because they gather feedback on customer expectations and satisfaction. Bruce Temkin defines it as “A systematic approach for incorporating the needs of customers into the design of customer experiences.” If appropriately used, VOC programs will help companies optimize the call center for their customers.
    6. 360-Degree Customer View

    Customers use multiple channels to interact with a business, including the web, telephone, email, and mobile. Customer data, however, is typically not shared between these channels.
    Industry leaders are getting closer to achieving the elusive 360-degree view of the customer. That will empower agents with additional insight into the customer and result in a more personalized experience and fewer frustrated customers.
    7. Call Center Analytics

    New technology is providing call centers with access to more data than ever before. Real-time analytics, the voice of the customer programs, and post-call surveys give the call center more in-depth insight into customers.
    Sometimes, less is more. With so much data available, it’s easy to fall victim to “analysis paralysis.” To drive performance, managers should focus on following a manageable number of KPIs and ensure they are actionable.
    8. Agent Attrition

    Call center agents experience a lot of stress. They deal with rude customers, are monitored continuously, and are underpaid. Unsurprisingly, call centers have the highest employee turnover rate out of any industry out there.
    Agent attrition results in significant training costs for call centers, one of their most significant expenses.
    We expect to see more focus placed on initiatives such as work-from-home, knowledge-base, and scheduled call-backs. These initiatives make an agent’s life more comfortable and less stressful, which leads to higher retention rates.
    The post 3 Crucial Contact Center Trends in 2021 first appeared on Fonolo.

  • “Until further notice”

    Of course, every rule, every announcement and every policy is in place until further notice.

    We say it as a form of throat clearing. A way to make the announcement seem more official and specific. We repeat the redundant as a form of gift wrap, a way to be sure that it feels both urgent and impersonal.

    “May I have your attention please” is another wasted phrase that is actually self-cancelling on inspection. In this case, it acknowledges that attention is being taken, whether you want to loan it out or not.

    This patina of bureaucratic civility exists to let the bureaucrat off the hook. But it also is a signal to the listener that an official is speaking up. We should use it (or not use it) with full knowledge of the signal we’re sending.

    It’s the seat belt training video, the do not remove tag on our mattress, the ‘your call is important’ filler on hold and the ritual of singing a not-very-good song to people we care about every single year.

    If you look around the built world, you’ll find these tropes and filigrees just about everywhere. As media changes, we strip away the old ones and invent new ones to fill their spot. Use them (or not) as a way of sending a message of awareness and authority.

  • Eloqua vs. Marketo?

    Currently researching marketing automation options – would love to hear from users who have used both Eloqua and Marketo and understand the strengths/weaknesses of each. From what I can tell these are very similar, Marketo ends up having more individual capabilities to licence (ABM, Bizable, etc…) and Eloqua has more capabilities out of the box.
    submitted by /u/cmxvw [link] [comments]

  • Using AI to Create Data-Driven Campaigns to Drive Marketing ROI at Wärtsilä

    Talk to any B2B marketer about the pain points of their jobs, and you’ll likely hear a common refrain: proving the success of a campaign. Determining the return on investment of a marketing campaign is often a challenge for marketing teams — leaving them scratching their heads and struggling to quantify their success. 
    At Wärtsilä, they knew this struggle all too well. 
    Wärtsilä is a global leader in smart technologies and complete lifecycle solutions for the marine and energy markets. Based in Finland, Wärtsilä manufactures and services large engines and other essential equipment for vessels and power plants worldwide. With clients all over the globe investing in Wärtsilä’s services, sales cycles can last years. 
    Wärtsilä’s leaders found themselves with massive amounts of data compiled in multiple systems. The lack of unity in the data made it difficult for the team to see the full picture of their campaign efforts and draw insights from the results. Furthermore, the marketing team had trouble attributing sales success to the campaigns they were implementing.
    Knowing they needed a way to connect the dots in their data to measure success and uncover better insights, Wärtsilä’s leaders tapped into Salesforce’s integrated service platform and began using Einstein Attribution to obtain AI-powered insights from their marketing campaigns.
    Integrating marketing, sales, and service
    Wärtsilä’s data was stored in multiple systems, which proved to be a huge roadblock for their team when trying to draw actionable insights from the results of marketing campaigns. The first step toward successful attribution measurement required integration of their marketing, sales, and service efforts.
    Salesforce offered a single platform for all of Wärtsilä’s data. With Pardot, Sales Cloud, and Service Cloud working together to compile data into one source, the account teams were easily able to connect data from prospects, accounts, and more with Salesforce’s user-friendly interface. 
    “Our campaign attribution was much more difficult before Einstein Attribution came into the picture. We used a home-grown model, working with massive data sets across multiple systems,” said Jaime López, General Manager for Marketing Operations at Wärtsilä and a Salesforce Trailblazer. “Salesforce not only allowed us to dig deeper into our data, but made the user experience seamless and easy to use.” 
    Now that Wärtsilä’s teams were able to see all of their data in one integrated platform, they could begin to understand the impact of their campaigns, use those insights to boost sales, and prove the value of their marketing efforts.
    Measuring ROI and attributing success
    Salesforce’s integrated system gave Wärtsilä the strong foundation they needed to start making sense of their data. With the assistance of AI-powered insights from Einstein Attribution, including the new Data-Driven Model, they can better understand the effects of their marketing campaigns and draw actionable and profitable insights. 
    Pardot enables Wärtsilä to dive into micro-level insights to uncover detailed findings about their marketing performance. This magnification of detail gives their team the information they need to have more meaningful conversations and spark new ideas.
    “Leveraging Pardot’s B2BMA, we now have a much more complete view of ROI and can dive deeper on conversations at a micro level. Salesforce has taken our massive amounts of data across multiple systems and made it all seamless and easy to use . . . This helps us massively in trimming the sails and adjusting our marketing,” said Lopez.
    Using Einstein Attribution, Wärtsilä was able to attribute 7x more revenue to various marketing campaigns when compared to the traditional models they had used in the past. The marketing team was also able to credit 8x more leads in Wärtsilä’s pipeline to their campaigns.
    And the value of using Salesforce extends beyond their marketing campaigns. Using Service Cloud, Wärtsilä’s customer support team has been able to resolve cases more efficiently. They’re also able to quantify the impact of their customer service operations — even supporting an additional $150k in sales. 
    Pardot’s user-friendly, easy-to-use platform meant Wärtsilä was able to quickly train 150+ users in 30+ companies. With more team members accessing the company’s data, they can approach their marketing, sales, and service as a unified front. As a result, Wärtsilä is capitalizing on their marketing campaigns to boost sales and accurately measure their success. 

    Learn more about how Pardot’s marketing automation and Einstein Attribution can help define success for your campaigns.

    Register for Pardreamin’ to learn how to implement the strategy, content, design assets, and technology you need to take your marketing to the next level. #ParDreamin2020