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  • Vimeo’s 4 Tips for Generating Leads from Video

    As a marketer, you’re often tasked with accomplishing two main goals: making beautiful content that builds your brand recognition and tells your story … and generating qualified leads that will help you grow your business.
    Traditional marketing ethos may consider those to be two different streams of work — crafting impactful video ads, and digging up lower-funnel users — but it doesn’t have to be that way. If you’re not using video as part of your lead generation tactics, you’re missing out on a serious opportunity to create impactful content that directly translates to more leads for your business.
    Megha Muchhala, Product Marketing Manager at Vimeo, shares some key insights on how to integrate your video efforts with your lead generation tactics.

    Vimeo’s Tips for Generating Leads Straight from Video
    We all know how useful including video on a landing page or an email campaign can be in boosting your conversion rates, but there are also optimizations you can make to your videos themselves that will give you a marketing edge.
    1. Add customizable contact forms.
    Rather than simply relying on CTAs to boost your follows or website traffic, marketers should utilize in-video contact forms to capture specific information from leads. This can be as simple as gathering their email, or more detailed to capture demographic information, short answers to collect personal insight, or other actionable data. 
    Include these forms on videos embedded throughout your digital ecosystem across your website, landing pages, and even blogs to passively build qualified leads, fast.
    2. Use a multi-step format.
    While you’ve probably heard of multi-step forms before, it’s possible you have yet to use one. That’s a shame, because it’s a format that’s been shown to increase form conversion by up to 52.9%.
    A multi-step form is one that breaks a longer contact form up into a more digestible series of questions, which should boost user experience and, in turn, increase conversions.
    Using a multi-step form reduces friction and helps you wait to ask for more user guarded information (like an email address) until the user is already a few steps into the process.
    3. Optimize it for any platform.
    You always want your user experience to stay tip-top no matter how they’re viewing your video content. We know you take the care to create videos in different formats and aspect ratios depending on your hosting plans, and your contact forms should be no different. Utilize a contact form that displays on mobile and desktop to ensure you’re capturing all potential leads.
    4. Get creative with your placement.
    There are pros and cons to dropping contact forms at any point throughout your video, and the right choice generally depends on what kind of content you’re sharing.
    If you’re offering premium or long-form content, gating your video with a contact form right up front is a great way to boost leads. If you’re telling a shorter form story, placing a contact form in the middle or just before a climax can be incredibly effective in terms of incentivizing information sharing.
    And while placing your contact form at the end of the video can be risky (considering 50% of viewers stop watching a video after one minute), it can also generate the most qualified leads: those who’ve watched all the way to the end are the most likely to be engaged with your brand or story anyway. Whatever you choose, we recommend setting up a few A/B tests to determine the best placement. A little testing can go a long way!
    And speaking of placement, consider your video distribution when deciding your form messaging and placement. Audiences watching a video on your blog are likely far more invested (and thus likely to share some honest info and opinions) than those catching a video on your homepage. Alter your messaging accordingly!
    Some Final Tips
    Now that you know about the joys of in-video lead capture, let’s review some final tips to make the most of your tactics.
    1. Don’t ask for too much too early.
    Make sure to consider the sales funnel when optimizing your contact forms. If you know video is your main acquisition tool (meaning, the first piece of your brand consumers see before becoming fans), know that they might not be so willing to share lots of information with you upfront.
    Customize your asks as they relate to steps in the funnel: users who are brand loyalists are a lot quicker to give up info than those who’ve just spotted you via a sponsored ad.
    2. Remember to nurture your leads.
    Leads are great, but if you don’t engage them, they’re pretty much useless. When capturing leads via contact forms, sync them to your email service provider to make it easy to nurture them. (Just so you know: Vimeo users can automatically sync their leads directly into their HubSpot account, making it simpler than ever to connect with your prospective customers.)Then, keep them engaged! Develop follow-up email campaigns around specific prominent demographics and use your gleaned data to make them even more engaging. Even better, further increase your click-through by embedding GIFs of your videos in your follow-up email campaigns to stand out and get noticed by leads.
    3. Always keep SEO in-mind.
    Your ability to generate leads in your video doesn’t mean a whole lot if no one watches your content. SEO can be a massively helpful organic discovery tool to send users to your business. Take the extra time to optimize your website, landing page, and video itself for maximum discoverability.

  • Omnichannel Cloud Contact Center Solution

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  • Here’s Why Contact Center Managers are Essential for Influencing Customer Perception

    Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal.
    An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.
    So how can contact center managers help your business shine in the eyes of your customers? We have some fascinating insights — read on!

    FACT:
    ‘Customer perception’ is a term used to describe a consumer or a group of consumers’ thoughts and feelings about a company. It’s the beliefs and opinions that people hold about your business.

    Why can contact center managers influence customer perception??
    You may be thinking, “why contact center managers?” After all, they’re not typically the primary decision-makers when it comes to strategy and operations.
    However, managers hold a unique position within the contact center. They work closely with agents and keep a close eye on the ground while still maintaining a leadership role. In other words, they act as a bridge, relaying critical information and insights on customer interactions to those in executive positions, all while keeping tabs on any challenges that agents run into on a daily.
    This information is essential when managing customer perception. By empowering your manager and providing them with the right training and tools, they can become your number one resource for improving customer experiences and processes.
    How to Measure Customer Perception of  Your Brand
    The importance of ‘informal authority’
    So, if contact center managers are so influential, why is your customer perception rating so low? Unsurprisingly, not all managers have the skills and knowledge to impact customer impressions, especially if they weren’t hired with that function in mind.
    Managers who demonstrate ‘informal authority’ are best suited for these types of goals. They are more than just collaborators or team-oriented individuals — they are also adept at providing structure for team members and clients, resulting in higher productivity and healthier relationships.

    FACT:
    Informal authority refers to “the ability to inspire team members to want to play on your team and win, even if they do not functionally report to you.”  Source: Revenue River

    Tips to Help Managers Influence Customer Perceptions
    Informal authority can be applied by managers in many ways to boost customer perception in the contact center. Here are just a few techniques for your team to try:
    1. Set and adhere to company values
    If your business prioritizes customer satisfaction and excellent service, make it known. Then follow through — your company values should resonate through all communications, decisions, and actions. If your agents buy into this culture, your customers will too.

    If your business prioritizes customer satisfaction and excellent service, make it known. Then follow through. #custserv #cx Click To Tweet

    2. Consistent communication
    Messaging mix-ups happen, and they’re not the end of the world. But for a customer, it can come off as inauthentic and shady. Managers should take steps to ensure that their agents are on the same page as leadership and clarify any issues before giving directions.
    3. Adopt new tools and tactics
    There’s nothing worse than a business that refuses to change with the times. Today’s customers are no longer content with navigating confusing processes or waiting on hold. Managers know the challenges their customers and agents face and can make valuable recommendations for improving the contact center experience!
    How Can Employees Affect Customer Perception
    4. Agent feedback
    The best managers are the ones that validate their team members. By listening to their concerns and feedback and taking appropriate action, they play an essential role in retaining the agents who are committed to providing a top customer experience while encouraging others to follow their lead.
    5. Align with marketing efforts
    Customer perception is typically seen as a marketing issue, but that doesn’t mean that your contact center has no role to play. In fact, by connecting with your marketing team, you can ensure that messaging is aligned when your agents connect with your customers, creating a more cohesive and consistent experience.

    The best call center managers validate their team members by listening to their concerns and taking appropriate action. They play an essential role in keeping agents who are committed to providing a great service. #cx #cctrClick To Tweet

    6. Encourage empathy
    When aiming for sales targets and other KPIs, it’s common for agents to forget about the job’s customer service portion. Managers who can motivate agents to reach their goals while still prioritizing empathy are extremely valuable, as this will undoubtedly create a positive impact for their customers.
    7. Engage with integrity
    Honesty and transparency are huge factors when it comes to brand perception. Recognizing and rewarding agents who go out of their way to provide excellent service can help cultivate a culture of integrity, which will pay off in the long run.The post Blog first appeared on Fonolo.

  • The coordinators

    Fashion is everywhere.

    It’s not simply the clothes you chose to wear today (and the ones that haven’t seen the outside of your closet for years).

    It’s the music that you’re loving right now, songs you wouldn’t have tuned into ten years ago.

    It’s the way we understand how the world works, which policies make sense to us and what sort of food we eat. Even the investments we make or the debts we incur.

    It’s the rhythm of our days, our priority list and our urgencies as well.

    Almost none of our choices in the world are the result of independent direct experience. Instead, we make them in the context of culture, of our surroundings, of ‘people like us do things like this.’ We choose to align with a segment of the culture and take our cues from them.

    Sometimes, there’s a coordinator.

    Forty years ago, fewer than 100 people determined what songs were going to be the popular ones, the ones that ‘everyone’ would be listening to next week. And a consortium of industry titans decides what colors are going to show up in appliances a few years from now.

    We might want to believe that culture simply happens, that it’s organic, distributed and based on millions of independent decisions. And sometimes it is. But more often, there’s an instigator and a benefit for someone along the way.

    While many fashion systems are more open and permeable than before (there aren’t three TV networks, there are a million YouTube channels) there are still gatekeepers and narrative setters.

    How does the coordinator decide? Are they working in your best interests? Are they erratic, self-deceiving, elusive, selfish, or perhaps a long-term thinker? Do they have a bias toward reality and resilience or is it simply a hustle?

    In Latin, the expression is Cui Bono. Who benefits? If it’s you, if it’s us, then fashion is working for us. On the other hand, if it leads to negative outcomes, disappointment and disconnection, it’s worth asking if it’s something we want to keep doing, even (especially) if it feels right in the moment. Because everything we do feels right in the moment.

    It’s not a secret conspiracy and it is a choice. Who decides today what’s going to be important tomorrow?

  • 5 Leadership Actions to Build Trust With Those Who Serve Customers

    Today’s guest post is from Donald Hicks, a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast (click here to view it on LinkedIn). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.

    Customer experience employees are at the frontlines of every company. They are the often the first, last, or only touchpoint a consumer has with a brand. Being on a CX team demands a high standard of grit, resilience, and trust.
    Just in 2020 alone, my team at Twitter had to tackle drills, meetings, and pivots in response to real-time historical moments:

    A global pandemic
    The #BlackLivesMatter movement
    The 2020 U.S. election

    Much of what we needed to resolve as a CX team hadn’t been done before. We had no option but to lean on a foundation of trust built when making critical decisions. Without it, we left the door open for misalignment, a poor user experience, and a crumbling internal team.Fostering trust on a CX team is non-negotiable. But trust can’t be built on polite smiles and forced happy hours. Here are the five leadership actions to build trust across teams.
    Lead By Example, Even When It’s Unpopular
    To lead a team that trusts you, you must first lead by example.
    The best piece of advice I can give is to embrace the bold. Be bold when challenging ideas, and be bold with your generosity. When you say something, mean it and plan to back it up. Often, boldness will look heroic, but much more often, boldness will hold people accountable, do the right thing instead of the popular thing, and provide hard truths instead of inflated insights.
    Here’s why it matters: boldness shocks the system and challenges the status quo. It recharges teams to think critically in a new way and serve their customers most effectively. Your team doesn’t grow with passiveness; your team thrives with palpable passion.

    The best piece of advice I can give is to embrace the bold. Be bold when challenging ideas, and be bold with your generosity. — @DHicks, Former VP Global Ops @Twitter #leadership Click To Tweet

    Remember To Serve Your Team and Customers Authentically
    A team should be able to trust your intentions as a leader. Leading from a place of conviction means you’ve decided to prioritize honesty and authenticity over optics and office politics. Your actions should assure them that you’re making decisions that are best for the company and team. This confidence will be especially vital for the team when facing critical decisions or external crises.
    To serve from a place of intention, you must understand your why and your team members. This will require openness, space for psychological safety, and empowering collaboration over competition.
    Encourage your team by actively listening, engaging with their ideas and feedback, and rewarding based on merit. Further, regularly check-in with yourself to see who is driving your leadership decisions and course-correct back to the mission.

    Encourage your team by actively listening, engaging with their ideas and feedback, and rewarding based on merit. — @DHicks, Former VP Global Ops @TwitterClick To Tweet

    Provide Strength Through Transparency
    Like many, I’ve found myself listening to more Brene Brown over the last year. Her relationship with vulnerability and courage is inspiring to countless individuals. A lesson she continues to reaffirm for me is the power of transparency.
    Whether providing feedback to a team member or delivering a progress report that won’t “wow” any of the key stakeholders, transparency is vital to building a solid foundation of trust. As a CX leader, you can’t afford to forget that you’re here to serve your team and drive the company’s mission, not your own. Too often, managers will forget to think about long-term sustainability and scalability in the name of staying with the in-crowd and compromise a team’s credibility in the process.
    It’s important to hold all players and stakeholders accountable for their actions, for their deliverables, and for the workplace culture, they either add to or take away from. This means coaching your star-player when they do “miss the throw” and investing more of yourself and resources into the introverted rookie that leadership isn’t asking about.

    It’s important to hold all players and stakeholders accountable for their actions, for their deliverables, and for the workplace culture, they either add to or take away from. — @DHicks, Former VP Global Ops @TwitterClick To Tweet

    Don’t Pretend To Have All The Answers
    One of the fastest ways to deteriorate trust with a team is to pretend to know it all.
    Each of us possesses a fresh perspective that only we can have; trust is the relational currency that will get ideas out of our heads and onto paper. At my alma mater, Clark-Atlanta, we had a mantra, “Each one, teach one.” Our school encouraged us to teach each other and foster collaboration and denounced the idea of gatekeeping in the name of self-interest.
    Foster an open space where team members can share ideas freely, and feedback can be welcomed with interest. Encourage your team to speak-up and strengthen the internal relationships so that opportunities aren’t going unchecked.
    After all, you hired or inherited a team deemed contemptible to execute your decisions and strategies. Trust the team to have the brilliant ideas and answers that you hired them for.

    Foster an open space where team members can share ideas freely, and feedback can be welcomed with interest. — @DHicks, Former VP Global Ops @TwitterClick To Tweet

    Delegate, Empower, Illuminate
    If I could leave the business world and every CX leader with one idea, it would be the phrase, “Delegate, empower, illuminate.” Past its concise packaging is a greater message.
    Trust is built through successful delegation. When we delegate the projects and tasks to team members, they are empowered to lean into their strengths and given space to develop as a professional and an individual.
    The exchange of trust leads to empowerment. Now you have a team member who feels encouraged and supported in their pursuits. Once a bond is built, you both have something to lose: trust. And it is that commitment that will drive their best efforts.
    And it’s that effort and commitment that allows them to illuminate and bring their best work to customers. From answering the phone to resolving dire requests, CX builds trust with customers by trusting their team and leaders first.

     
    Donald Hicks is a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran. Creating harmony between unparalleled consumer experiences, and operational strategies is where Donald’s passion lies! Donald most recently served as V.P. Operations at Twitter, overseeing CX, content moderation enforcement, product support engineering, data analytics, and more. He understands the hidden power that lies within dreamers and the responsibility we have to empower all people while fostering a sense of belonging. His relentless pursuit in shaping the way we approach and improve technology platforms has led to his distinct leadership style and unmatched success at tech heavyweights such as Amazon, Google, Facebook, Twitter, and now Airbnb.

    Interested in hearing more from Donald Hicks? You can find him on Medium, where he writes content sharing his great insights.

    The post 5 Leadership Actions to Build Trust With Those Who Serve Customers appeared first on Customer Bliss.

  • A Quick Guide for Creating an Effective Sales Plan

    Could your sales efforts use a little push in the right direction? If you don’t have one already, a sales plan could be just the thing you need to help you map out your strategy and measure its effectiveness. Writing and implementing a sales plan is an excellent practice for business success and can be…
    The post A Quick Guide for Creating an Effective Sales Plan appeared first on Benchmarkemail.

  • Google Cloud adds UJET to their Google Cloud Contact Center AI (CCAI) Partner Network

    The post Google Cloud adds UJET to their Google Cloud Contact Center AI (CCAI) Partner Network appeared first on UJET.

  • How Technology Can Make Calling A Contact Center Be Delightful

    With automated digital workers, call center agents can glide seamlessly through tasks. This can increase the probability of a first-call resolution and ensure compliance procedures don’t negatively impact the customer experience. Whether it’s during an interaction with an existing customer or a prospective one, automated workflows can eliminate the friction that turns customers off. And let’s face it — because excellent call center experiences are so hard to come by, streamlined workflows have the power to create a truly delightful, memorable and differentiated customer experience. Full article: https://www.forbes.com/sites/forbestechcouncil/2020/12/03/how-technology-can-make-calling-a-contact-center-be-delightful/?sh=4ded235c6578
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  • 3 Cost-Efficient Marketing Tips for Nonprofits

    If you work for a nonprofit, chances are you don’t have a huge budget to throw at elaborate email marketing or other marketing initiatives. Making the most with what you have is essential, especially when your ability to market effectively to your audience is so closely linked with your ability to raise funds for your…
    The post 3 Cost-Efficient Marketing Tips for Nonprofits appeared first on Benchmarkemail.

  • Gulf Sustainability Awards 2021: Open for Entries

    Entries are now open for the 2021 Gulf Sustainability Awards, which will take place in-person in Dubai this September. An annual celebration of green practices and corporate social responsibility, the event is returning to the UAE for its fifth year and will see finalists descend on the Jumeirah Creekside Hotel where they will present their case…
    The post Gulf Sustainability Awards 2021: Open for Entries appeared first on Customer Experience Magazine.