Blog

  • Who Really “Owns It” In Your Company?

    While a company’s collective goal is in providing the best customer experience (CX), who exactly leads the functioning of the teams and resources related to CX in an organization? https://medium.com/embitel-technologies/customer-experience-who-really-owns-it-in-your-company-e59302d5f94d
    submitted by /u/HippieSwat [link] [comments]

  • SET UP EMAIL AUTOMATION FOR REFERRAL PROGRAM

    Hi, I need some advice: I’ve been asked by a gym to set up an automation that, when a user provides his data and those of a friend, 3 mails are supposed to be send: 1- to the user 2- to the friend 3- to the gym I created a Landing Page with a form. The emails are going to be sent with ActiveCampaign. My idea is to add the custom fields “referral” and “referred” to AC, have those users added to a list where they’re gonna receive their email 1. Then, with zapier, integrately, etc + Google sheets, I can create an automation where I generate a “mirror account” where the referred data become those of the user, and the original user data goes to the “referral” field, then I have those new users put in another list where they receive the email 2. For the email 3 I thought that I could probably use email notification function. Anyway it seems to me an overly complicated journey, so I’m wondering if anyone can suggest something smoother or simpler.. Also, I’m probably gonna create another page where they can book their spot to the gym, and again send 3 emails.. ​ Thanks to anyone who’ll read this
    submitted by /u/NaziveganHeidi [link] [comments]

  • Supercharging CX in 2022: going beyond generic surveys

    If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact centre operations—and strengthen customer loyalty. CX (Customer Experience) professionals measure their company’s brand health in terms of customer satisfaction, and outcomes. Because we’re dedicated to metrics, we use post-interaction surveys—such as CSAT, NPS, or…
    The post Supercharging CX in 2022: going beyond generic surveys appeared first on Customer Experience Magazine.

  • 4 Strategies to Improve Email Engagement for Your Retail Brand

    With more people online and utilizing social media to help ease the pandemic boredom, retail companies have a lot of opportunities to capitalize on online engagement. However, nothing beats email marketing, as it’s a direct line to these online consumers, and it’s a form of marketing that people actually opt into.  Getting a customer to…
    The post 4 Strategies to Improve Email Engagement for Your Retail Brand appeared first on Benchmark Email.

  • Is it Possible to Reach Trailhead Ranger Rank in a Month?

    Trailhead is Salesforce’s online learning platform, with self-guided training, for free. The resource was born from Salesforce’s motivation to build a skilled workforce to meet looming technical skill gaps. Trailhead is based on gamification; users achieve badges (etc.) in order to level up through the… Read More

  • Industry Report: State of the Contact Center 2022

    Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!
    Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before.
    Industry Report: State of the Contact Center 2022
    But what lies in store for contact centers in 2022? We asked industry leaders and CX experts their thoughts on the past year and their predictions for what contact center professionals can expect this year. You can read the full report here, but here are some quick highlights!
    COVID Is No Longer an Excuse for Poor Customer Service
    The more technology improves, the shorter our attention spans become, according to a study conducted by Microsoft. Pair that with the pandemic delays and poor customer service, and you have a recipe for impatient customers.
    But the truth is, customers were never exactly patient when it came to customer service. That’s why most people don’t like IVR systems, even if they’re advanced. Customers will opt for quick, immediate service with a human almost every time, but having an advanced solution like Visual IVR is still a great way to offer customers flexibility and attention.
    Creating a Customer Service Strategy That Drives Business Growth
    The pandemic urged some businesses to focus on profits even at the expense of customer service to stay afloat. While some customers may have excused poor or slow customer service as a result of the pandemic, that excuse is slowly becoming less acceptable for today’s customers.
    That’s because a) COVID is so 2020 — customers are ready to move on, and b) businesses are now wrestling in a top-notch competitive landscape that might provide better customer service.
    Here’s what Shep Hyken, CSP and CPAE of Shepard Presentations, had to say about call center competition in 2021 going into 2022:

    “Customers aren’t comparing you to a direct competitor. They compare your service and customer experience to the best companies…Amazon, Apple, and other iconic brands. They know what good service looks like, and are now demanding it from any company that wants to keep their business long-term.”– Shep Hyken, CS & CX Expert

    Agent Engagement is Vital to Customer Experience
    COVID was hard on call centers and their agents. Not only were agents dealing with the same problems as everyone else — fear of COVID-19 safety, loss of income in the family, illness or death of family members — they also had to empathize with the customers that called the call center.
    How to Foster Agent Engagement in a Hybrid Contact Center
    Not only is this above the average call center agent’s pay scale, it’s also incredibly stressful and accounts for last year’s dramatic increase in agent attrition. Believe us – if your agents are unhappy, your customers will certainly notice and prefer to spend their money elsewhere.
    Contact centers must make agent engagement a top priority going into 2022 if they want to keep their talent and produce enhanced customer experiences. Here’s what Blair Pleasant, President & Principal Analyst of COMMfusion, had to say about agent engagement forecasts 2021-2022:

    “Don’t forget about the agent experience, especially in light of the “great resignation.” Make sure you take care of your agents and give them the tools they need to not only be effective and productive but also engaged and empowered.”– Blair Pleasant, President & Principal Analyst at COMMfusion

    Digital Transformation Will Continue to be Essential in 2022
    Contact centers in 2021 had to make significant investments in their technology to monitor IT operations and analytics, (especially with hybrid work models), ensure adequate data backup, keep up with call volumes and customer expectations, and maintain high levels of security. Experts predict that the contact center software market share is expected to reach $75 billion USD by 2026, a value almost triple its 2020 value.

    FACT:
    Customers continued to purchase products online, either via online websites or through the phone, and request information from businesses remotely. That trend will likely continue into 2022, necessitating the need for consistent omnichannel support.

    Here’s what Nerys Corfield, Director of Injection Consulting, says about contact center technology for 2022:

    “Without a doubt, 2022 will see a continued migration to the cloud. Hopefully, this shift will be accompanied by an operational move to omnichannel agent environments so that the advantages of a unified queue, journey orchestration, and hyper-personalized service offerings can be fully realized.”– Nerys Corfield, Director of Injection Consulting

    The reality is that customers are on board with a digital-first approach to the customer experience. While most companies should still have omnichannel support (including traditional phone service), efficient self-service call center solutions are shown to improve customer satisfaction. Businesses should also invest in technology to offer their customers more flexibility, like Fonolo’s Voice Call Backs.The post Blog first appeared on Fonolo.

  • Ask Buffer: Should I Post Personal Content on My Business Account?

    Q: I see so many influencers posting details of their personal lives on social media and I’m wondering if I should do the same. I’m the face of my small business so should I share personal posts (kids, pets, daily life) on my business account, or keep it totally separate?
    Many influencers build their businesses based on their lives, so of course, their social media accounts share everything from their latest brand collaborations to videos of their home renovations.
    But for small business owners, it’s a little different. You may be the face of the company, but you’re also not the sole defining element of it. In most cases, your business accounts should likely be just that: dedicated to business.
    That doesn’t mean, though, that you have to keep yourself fully out of the picture. In fact, weaving in some personal content that’s also relevant to your business can help you build a more authentic, relatable brand.
    The approach to take will depend on your audience, industry, and goals. Consider the following:

    How much does my business rely on my personal image? Do I want my business to rely on my personal image?
    Does my personal brand and business brand have an overlap in audiences?
    What is my audience looking for on my business account and my personal account? Are they similar or very different?
    Is there value in sharing personal updates with my business audience?

    Let’s dive into a couple of scenarios based on what you might have answered:
    The Personal Brand Turned Business

    How much does my business rely on my personal image? Do I want my business to rely on my personal image? It relies on a good amount, and I’m okay with that.

    Does my personal brand and business brand have an overlap in audiences? Yes.
    What is my audience looking for on my business account and my personal account? Are they similar or very different? They’re somewhat similar.
    Is there value in sharing personal updates with my business audience? Yes.

    In this case, it’s likely that your business is an extension of your personal brand. Perhaps you’re a fitness buff who started a boutique gym, or maybe you run a community for new parents, a category that you and many of your friends fall into.
    Your business and personal brands, then, likely have similar audiences, and while they might look for slightly different things on different accounts, people are used to seeing you as the face of the business.
    By being regularly present on your company’s social accounts, you’re helping to build trust and authenticity with your audience and adding a human element to your works. Your business isn’t just another business, it’s a product and service with a real person and story behind it.
    Still, you’ll want to stick mostly to content that relates to your business in some way. Here are a few ideas for founders looking to weave their own lives into a business account:

    Show business trips or events that relate to your product or service. Vacation photos wouldn’t be right for every company to share, but a recent post on swimwear company Mara Hoffman’s account shows the founder on a beach. It works because she’s wearing one of the company’s suits, tying her experience back to the brand.

    View this post on Instagram

    A post shared by Mara Hoffman 🐪 (@marahoffman)

    Film behind-the-scenes content. The founder of wellness food company Golde recently posted a casual insider look at a photoshoot, an approach that can help customers feel extra-invested in how the company’s products come to life.

    View this post on Instagram

    A post shared by GOLDE (@golde)

    Showcase your dog or child in the office. This approach works perfectly for Sonshine Baths, which was started because founder Tuanieha Simms couldn’t find a skincare solution for her son. He makes regular appearances on Sonshine’s Instagram—but even personal posts like these are tied back to the business in some way.

    View this post on Instagram

    A post shared by Sonshine Bath LLC (@sonshinebath)

    The Standalone Business

    How much does my business rely on my personal image? Do I want my business to rely on my personal image? I want them to be mostly separate.
    Does my personal brand and business brand have an overlap in audiences? Not really.
    What is my audience looking for on my business account and my personal account? Are they similar or very different? They’re looking for different things.
    Is there value in sharing personal updates with my business audience? Rarely.

    In this case, you and your business are separate entities. There isn’t a big overlap in the audience, and you’d like to keep your personal brand mostly separate from that of the business.
    To establish your business apart from you, build a standalone brand for it instead of lending your persona. Create and use a different personality and voice that’s unique to the brand.
    There is, of course, still room for your presence, as long as it directly relates to your work.
    Here are a few examples of content ideas that stay focused on the business:

    Talk about your founding story. Shawn Askinosie changed careers and brought his daughter along with him when he started Askinosie Chocolate. Most of the business’s social media is focused on chocolate, but here, he shares the business’s inspiring origin story.

    View this post on Instagram

    A post shared by Askinosie Chocolate (@askinosie)

    Show how you use your product as a customer. Olive oil company Brightland has a brand of its own, but its “Founder” Story Highlight shows founder Aishwarya Iyer makes a few of her favorite recipes.

    Source
    Film a teaser video where you talk about a new product or launch. Farmgirl Flowers’ social accounts are devoted to their flowers rather than their founder, but she makes an appearance here showcasing one of the company’s Thanksgiving arrangements.
    For Every Business
    Remember, someone is following your business account to learn more about your business. Take the time to think through what your followers are looking for and the role you want your company to play in their lives. By thinking about your brand as its own personality, it’ll be easier to decide what personal content is relevant.

    View this post on Instagram

    A post shared by farmgirlflowers (@farmgirlflowers)
    When in doubt, ask yourself the following:

    Does this relate to my company?
    Will my audience care or benefit?
    Is it authentic to my business?

    And finally, remember that your audience is always your best indicator. Do they love more personal posts, or do they tend to scroll on by? Keep an eye on your metrics to see what type of content your audience is engaging with most, and then adjust your strategy from there.

  • How to Make Money as a Photographer in 2022

    Looking to tap into the multi-billion dollar photography industry? Then this guide will help you learn everything about how to make money as a photographer.

  • How to Use Instagram: A Beginner’s Guide

    Over the past few years, Instagram has seen exponential growth — from one million users at its inception to over one billion in 2022.
    If you’re interested in getting an Instagram account, or just created one but aren’t sure how to use it, you’re in luck. Here, we’re going to cover all the basics, so you can learn why Instagram is the top social media platform for engagement today.

    It’s hard to remember a time before Instagram. At one time, “Do it for the ‘gram” was a common saying, which meant, essentially, “Do something so we can take a picture and post it to Instagram.”
    Since then, Instagram has placed a larger and heavier emphasis on video. So you no longer hear the phrase “Do it for the ‘gram.” I bet, though, that a second version of the phrase will soon follow. (Maybe “Do it for reel?”)
    If you’re not part of the one billion users on Instagram, you might want to reconsider. The app is a great chance to engage with top brands and stay a part of friends’ lives. When I want to see how my college friends are doing, I don’t check Facebook, I check Instagram. Plus, you can follow your favorite celebrities or political figures to see candid photos of their everyday lives.
    Additionally, it’s a phenomenal platform for investigating what other brands are doing — for instance, Nike uses the Instagram Stories’ feature to promote inspirational athlete stories you won’t find anywhere else.

    If you’re ready to sign up for Instagram, follow these steps below:

    Go to the Instagram site on your desktop, or download the Instagram app from the App Store (iPhone) or Google Play Store (Android).
    If you’re on desktop, click “Log in with Facebook”, or fill in the form with your mobile number or email, name, username, and password. Then click “Sign up”.
    On Android, click “Sign Up With Email or Phone Number”.
    On iPhone, select “Sign Up”.
    Enter your email address or phone number, then click “Next”. Alternatively, you can sign up with your Facebook account.
    Once you’ve filled out your username and password, you will be instructed to fill out your profile info. Then, tap “Done”.
    If you register with Facebook, you’ll need to log into your Facebook account if you’re currently logged out.

    How Do Instagram Notifications Work?
    When your account is created, you’ll want to adjust your notifications so you only receive the information you want. For instance, you can choose to receive notifications when you get likes from everyone — but, alternatively, you might decide to only receive notifications when you get a like from someone you follow. Or, you might turn off notifications for likes altogether.
    You can adjust notifications to “Off”, “From People I Follow”, or “From Everyone”, for the following categories — Comments, Comment Likes, Likes and Comments on Photos of You, Follower Requests, Accepted Follow Requests, Friends on Instagram, Instagram Direct, Photos of You, Reminders, First Posts and Stories, Product Announcements, View Counts, Support Requests, Live Videos, Mentions in Bio, IGTV Video Updates, and Video Chats.
    If you’re overwhelmed by that list, I get it — I am, too. If you’re unsure what notifications you want to receive, you might start with your notifications on “From Everyone”, and if certain notifications begin to annoy you, you can turn them off later.

    To customize which notifications you receive, follow these steps:
    1. Open up the Instagram app on your phone.
    First up, open up the Instagram app on your mobile device. You can also access Instagram on desktop if you prefer. Then, head to your profile by clicking the image of your profile picture on the bottom right.

    2. Access “Settings.”
    After you arrive at your profile, click the hamburger menu on the top right-hand corner.

    A popup menu will appear. Tap “Settings.”

    3. Tap “Notifications.”
    On the next screen, click “Notifications.” 

    There, you’ll be able to change the notification settings depending on category. These categories include:

    Posts, Stories, and Comments
    Following and Followers
    Direct Messages and Calls
    Live and Video
    Fundraisers
    From Instagram
    Email and SMS
    Shopping

    You also have the ability to pause all notifications by toggling the Pause All option up top.
    4. Check off the notifications you want to receive.
    Access each category individually and choose the notifications you want to receive. Here are the options, for example, for “Posts, Stories, and Comments”:
    The options will vary depending on category.
    And that’s it! Next, let’s explore how to connect your other social media accounts to your Instagram, so when you post an image to Instagram, you can share it with your other online audiences, as well.
    Can you connect to Instagram to other social accounts?
    Yes, you can connect Instagram to Twitter, Tumblr, and Facebook, but it’s no longer done through Settings, as it used to be.
    Now, you do it on a per-post basis.
    If you want to share a post to other platforms, you navigate to the actual post you want to cross-publish on Facebook, Tumblr, and Twitter, and then manually share it that way.
    Here’s how:
    1. Open up the Instagram app.
    2. Navigate to your profile.
    3. Tap on the post you’d like to cross-post.
    4. Click the three dots on the top right-hand corner of the post.

    5. On the pop-up menu, click “Share.”
    Note: Don’t click “Share to,” which will give you an option to AirDrop or share the post to your contacts.
    6. Toggle the accounts you’d like to share the post to. If you’re not already signed in, you’ll need to do so right within the Instagram app.

    Once you’ve connected your accounts for one post, you can then toggle the sharing options for any new posts without needing to sign in again.
    If you connect Instagram to Facebook, you can share your Stories across both accounts. We talk more about how to do that below.
    How to Connect Instagram to Facebook
    Since Instagram and Facebook are owned by the same company, Meta, you can connect the two accounts for a more seamless experience. Connecting your Instagram and Facebook accounts allows you to:

    Share Stories across both Instagram and Facebook
    Login with Facebook into Instagram
    Sync your profile name and picture across both profiles
    Use Facebook Pay on both platforms
    Access your shopping activity on both accounts

    If you’re a frequent Facebook user, then connecting your account to your new Instagram profile is highly recommended. Here’s how:
    1. Open up your Instagram app.
    2. Click on your profile picture on the bottom right-hand corner.
    3. Click the hamburger menu on the top right-hand corner.
    4. Tap “Settings.”
    5. Under the Meta logo, tap “Accounts Center.”

    6. Tap “Set up Accounts Center.”

    7. Follow the prompts to log in into Facebook.
    Done! Your two accounts are now connected. Here’s how it’ll look like once you’re finished: 

    In the next section, I’ll show you when a linked account comes in handy.
    Upload, Edit, and Post an Image
    Now, for the most important part of Instagram — how to upload and post an image.
    Instagram is an entirely visual platform. Unlike Facebook, which relies on both text and pictures, or Twitter, which relies on text alone, Instagram’s sole purpose is to enable users to share images or videos with their audience.
    On Facebook, you might choose to post 100 photos on an album. On Instagram, you need to be choosier about which photos you post. There are a few reasons for this — first, you don’t want to post more than once a day (typically). And you don’t want to post too many similar photos.
    For instance, it would be odd for you to post fifty photos from the same beach vacation on your Instagram profile. Instead, you might choose five or six, and place them all within the same post.
    (These are called carousel posts, and they allow you to share multiple photos in one post only. Carousel posts are awesome for posting similar pictures in one package while keeping your overall profile aesthetic diverse.)
    Curious about creating an aesthetic? To learn more about Instagram account themes and get inspiration, take a look at these Instagram themes. Additionally, if you want to embark on a deep-dive, you can take HubSpot’s Instagram Marketing Course.
    Now that we’ve covered that, let’s explore how to upload, edit, and post an image.
    1. Click the “+” icon at the top-right hand corner.
    When you tap the “+” icon, you’ll be prompted to choose the type of post you want to share. Since we want to publish a post directly on our profile feed, tap “Post.”

    2. Choose your media file.
    Here, you have three options. You can look through your Photos library on your phone, you can take a new picture from right within Instagram, or you can take a new video. For our purposes, I looked through my Photos library and found a picture of Boston I wanted to use. Then, I clicked “Next” in the top right.

    3. Add filters if desired.
    There are two categories you can use to edit your image — “Filter” and “Edit”. Instagram automatically shows you filters first. You can scroll through the carousel and click any of the filters to apply it to your image.
    Additionally, if you want to use a filter but you want to tone it down, double tap the filter and move the cursor to the left to lessen the intensity of the filter.

    4. Edit your image if desired.
    Next, click “Edit”. Here, you can adjust contrast, brightness, structure, warmth, and more. When you’re happy with your edited image, or if you don’t want to edit it at all, click “Next” in the top right.

    5. Write a caption and toggle sharing settings.
    Now, you can add a caption, tag people (you can only tag someone if they also have an Instagram account), and add a location. Additionally, click the button beside Facebook or another linked social media account to share your image on that platform, as well. When you’re ready to publish, click “Share” in the top right.

    If you don’t want to use your app to post on Instagram, you can also do so from your computer. Learn how to post to Instagram from a Mac or PC here.
    Upload an Image or Video to Your Stories
    Instagram Stories is a feature that allows you to post videos or images that disappear after 24-hours. Instagram’s Stories feature is similar to Snapchat in terms of content — users often post more casual and candid videos and images, offering glimpses into their every day lives.
    For instance, on your normal feed, you might post a heavily-edited picture of yourself and friends at a baseball game. But you might post a more candid video to your Story of the stadium singing “Sweet Caroline”.
    To learn how to upload an image or video to your Stories, follow these steps:
    1. Tap your profile picture in the upper left-hand corner.
    Alternatively, swipe right on your feed or tap the “+” button in the top navigation bar.

    2. Capture or add your media.
    Once you’re within the Stories feature, you can take a picture or video right from within the app. Alternatively, if you have an image saved to your phone that you’d like to use, you can choose it from your media library.

    3. Add stickers or filters.
    On the left-hand side, you have a few different editing features.
    The “Create” button lets you add a location, hashtag, time, date, and other fun images or emojis to your picture.

    The “Boomerang” option allows you to create a looping video. And the “Aa” icon is your text button. Once you click “Aa”, you have the option to change your font.
    If you click the smiley face icon, you’ll see the following screen. Simply click on one of the icons to add them to your image. If you don’t like it, drag it to the bottom, and a trash can will appear so you can delete it.

    For instance, I clicked the smiley face icon to add a poll to my image. You can also swipe to the left or right to add filters to your photo or video.
    4. Publish your Story.
    Once you’re happy with your content, you can either click the white arrow icon in the bottom right, which allows you to share your Story with everyone who follows you, or select “Close Friends” first, so that only your close friends see it.
    Then you’re done! Your Story is immediately live.
    How to Follow on Instagram
    It’s incredibly easy to find and follow users. Using Instagram’s search feature, you can find celebrities, brands, and friends. Additionally, you can search “Tags” or “Places”. “Tags” is particularly useful if you know what type of content you want to find, but you’re not sure who posts about it.
    For instance, you might search “#familyrecipes” under tags — your results will include any images with that hashtag. As you peruse, you might find someone who posts content you really like, and you can choose to follow them so their content appears on your feed.
    To follow someone, follow these three easy steps.
    1. Click on the search icon at the bottom of your screen.
    It looks like a magnifying glass and will be right next to the “Home” button.

    2. Next, type in a person, topic, or brand.
    For this example, I searched “architecture.”

    Instagram allows you to either search all posts that contain the word “architecture,” or “See all results” and see tags and places.

    3. Tap the account you’re interested in following.
    Once you’re on someone else’s account, you’ll see a blue “Follow” button at the top. For public profiles, you can click and immediately begin following that account. However, if the profile is private, you may need to wait for them to accept you first.

    And that’s it! You’re on your way to becoming a pro. To take your account to the next level, plan out your next posts using an array of content ideas and templates.
    Using Instagram is Key for Growing Your Personal Brand
    If you want to grow both professionally and personally, then using Instagram is more important than ever. You can start by observing first, then begin posting as you learn your way around the user interface. With over one billion users, Instagram is an extremely worthwhile social media platform to join — and it’s only set to keep growing as time goes on.
    Editor’s note: This post was originally published in November 2018 and has been updated for comprehensiveness.

  • OPEN BETA – Dynamic KW Insertion, but for your Landing Page

    Hi group! My team and I have been working on different AI Marketing Automation solutions for a couple of years now, trying to see how much we could improve the efficiency of a digital marketing campaign through landing page Conversion Rate Optimization. We first developed ABtesting.ai, which is basically Landing Page A/B testing on steroids. It is amazing to see how positively people react to it, and how much it has been able to improve our clients’ CR. Now we are working on a different (new) tool: Onlead Align (onlead.ai) It runs on the idea that personalized content converts more. If you are a marketer or are building a product, you know that a crucial step in your work is to define and study your target audience, so you know which are their frustrations, needs, aspirations, language, medium, etc. So we thought: what if you could talk to each user directly, in their language, and show exactly what EACH of them is looking for? Wouldn’t that improve conversions? Sure, but it’s nearly impossible the traditional way… That’s why we came up with Onlead Align: Dynamic Keyword Insertion, but for your landing page. We are looking for some beta testers that want to give this concept a spin. Take a look at the website (onlead.ai), and if you feel like it, book a demo with me: https://calendly.com/franco-abtestingai/onlead-align-demo Or leave a comment!
    submitted by /u/Franco_gd [link] [comments]