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  • The Changing Face of the Contact Centre

    The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home.  Going forward if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that contact centre managers ask themselves if they have the platforms, tools, and technologies in place…
    The post The Changing Face of the Contact Centre appeared first on Customer Experience Magazine.

  • Famous conductors

    Here’s a useful metaphor:

    Famous conductors are often judged for an hour or two on stage. They wear expensive clothes, make dramatic gestures and receive ovations. They also get paid a lot to carry a very little stick and they’re the only one on stage who doesn’t make noise.

    But it turns out that none of these things are what makes a great conductor.

    What we’re not seeing:

    Conductors set the agenda.
    They have done the reading and understand what has come before.
    They work to establish the culture of the organization.
    They amplify the hard work and esprit de corps of some, while working to damp down the skeptics within the organization.
    They figure out which voices to focus on, when.
    They have less power than it appears, and use their position to lead, not manage.
    They show up to rehearsal with an agenda and a path forward.
    They raise money.
    They transform a lot of ‘me’s’ into one ‘us’.
    They develop a point of view. And they balance it with what the listener, the patron and the musicians all need.
    They stick with it for decades.

    It’s a form of leadership that happens in private, but once in a while, we see it on stage.

  • SIGN UP FOR THE CHALLENGE

    https://www.funnelchallenge.com?cf_affiliate_id=1384889&affiliate_id=1384889
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  • Effective Email Marketing Tips to Help You Craft Email Campaigns That Drives The Best Results

    Hi, Stop Struggling To Generate Email Leads & Start Using These Effective Tips To Revamp Your Success! Effective Email Marketing Tips to Help You Craft Email Campaigns That Drives The Best Results These days, running a B2B business is not so easy. Generating leads, dealing with sales cycles, and closing new deals can sometimes be very frustrating! If you find yourself stuck in any one of these situations, worry not! To help you out, here I’m going to discuss the tried-and-tested solution that can help grow your business exponentially. Yes, it is the B2B Email Marketing that can be a powerful weapon when used correctly. If you are the one who is looking for more ways and insights to make your B2B Email Marketing strong and effective, then you can partner with a good database provider for getting the best results. What you have to do is, just do a Google Search, and you will find a ton of data providers out there. It would be a little hard to find the one who provides quality data at a decent price. Emails pack a bunch when it comes to generating leads, and boosting conversions. No matter if you want to integrate email into your marketing mix or refine your existing marketing strategy. Effective Email Marketing Tips to Help You Craft Email Campaigns That Drives The Best Results Here, I have listed a few must-try Email Marketing tips to help you craft email campaigns that drive the best results.
    Make your subject line count!
    Your content and subject line needs to be relevant. Always make sure that you don’t use a clickbait subject line just to increase your open rate because it increases the unsubscribe count.
    Personalize, personalize, personalize again!
    Email Marketing plays a vital role when it comes to creating a personal experience for your prospect/customer. If you’re the one who is doing business, then it is vital for you to add a personal touch to your email messages as it has a direct impact on your response and conversion rates. By using the power of personalization, you can make them feel unique or personal, and thereby you can increase the chances of doing business with you.
    Segment your email list
    By segmenting your email list, you can send the right message to the right person. You can segment by demographics, psychographics, industry, revenue, number of downloads of your content, etc.
    Keep your email short and sweet!
    Keeping your emails short can help you get a better response from your marketing campaign. The email messages that you write need to be clear and concise so that your subscribers get the message, and act on it immediately. If your prospect finds your offer interesting enough, you’ll find them visiting your website to learn more about it. By keeping your emails crisp and clear, you make it easy for your prospect/customer to take action.
    Insert an image or video
    Your email will likely give better results if you add images or videos to illustrate your content. When you insert an image or video, make sure to reduce the file size to prevent increased load times. Well, it’s good to use images or videos throughout your content to break up your text. So, it makes your content easier for your readers to view.
    Add social sharing buttons
    Adding a social sharing button makes it easy for your readers to share your content so quickly, thus helping you gain new fans and followers.
    Include a call-to-action
    It doesn’t matter if you want to secure a call or drive to a landing page, the universal goal of a B2B Email List is to get your recipients to take an action. And it is the call-to-action that reflects the goal. If you want your readers to download your latest offer, then tell them with action-specific words like “Download Now”, “Submit”, “Only For You” etc. Final Takeaways! Email Marketing is all about following, delivering what people are looking for, and personalizing the subject to make your readers feel engaged. So go ahead, and master these best email marketing tips and put your email marketing campaign to work! For more of such Digital Marketing Strategies, Business, Relationship, Social Media & SEO tips, check out my blog at www.dariesmedia.com
    submitted by /u/dariesmedia [link] [comments]

  • The pinging

    A friend left her phone near me. Over the next half hour, it pinged and chirped.
    I felt myself getting anxious and a little antsy…
    These were not pings for me, not on my phone. They weren’t sounds that my phone even makes.
    It doesn’t matter.
    The training has been going on for years. We’re caught in a Pavlovian game in which we’re the product, not the organizers.
    Someone else is ringing the bell, and it’s been happening for so long we don’t even realize how deeply the hooks have been set.

  • Your big idea

    It’s probably not completely original.
    It’s probably not breathtaking in scope.
    It’s probably not immediately popular.
    But… it’s definitely worth pursuing, consistently and persistently for years and years.
    If you care. If it’s generous and helpful and worth the journey.
    All the big ideas that made a difference follow this pattern.

  • Automatic customer segmentation software, does it exist?

    Hey everyone, would love to get some ideas from you. ​ I’m looking for software that will take in all my customer data, purchase behavior, digital browsing behavior (etc… throw all my data at it). Once it has all my data, then automatically create segments. Basically, I’m at the point where I’ve got more data than ideas on how to improve my marketing (and don’t have a budget to go hire a data science team). ​ It would be great if it auto-updated so I can easily see how each segment is responding to all my active campaigns and tests. Bonus points if it can give me recommendations on what to do next (e.g. Segment_7 haven’t received an email in over 90 days). ​ Extra bonus points if it can explain the details behind customer segments and why it is making recommendations (too many AI “black boxes” out there that don’t tell you anything)… ​ Does something like this exist, is it even useful, or am I asking too much? 🙂
    submitted by /u/Reebzy [link] [comments]

  • In house VS marketing agency

    I currently do marketing automation in house. I have an opportunity to do this for an agency. It is more money but am worried it will be more technical and challnaging. Any insights would be helpful.
    submitted by /u/aj12309 [link] [comments]

  • WFH – Customer Experience Agents

    Meeting high customer experience expectations is hard enough at the best of times, let alone during a pandemic when most Customer Service Agents are working from home. What’s the biggest challenge you’re facing right now? View Poll
    submitted by /u/ConversantTechnology [link] [comments]

  • How to Scale Your Consent and Privacy Management Process

    Last fall, I shared some tips and strategies to help marketers building a consent and compliance process. Chances are, you’ve started on that journey. But as you develop those processes, your business is still growing and evolving. So what can you use to help scale those efforts as your company naturally grows toward bigger and more complex audiences?
    At Salesforce and Pardot, Trust is our #1 priority. We want to do everything in our power to ensure that our users can build the same trusted relationships with their customers that we have with you. Take a look at some of the tools available to help you to increase customer trust.
    Introducing the Salesforce Privacy Center
    As your company grows in complexity, your policies around data management and consent do, too. You’ll need to manage more policies and rules and enforce them across different contexts. To aid this effort, Salesforce released a suite of tools with our Customer 360 Truth platform to alleviate this pain: the Salesforce Privacy Center.
    With the Salesforce Privacy Center, you can easily create policies around customer data and automate those policies to ensure that your company is compliant with requirements set forth by laws like GDPR. This new application provides a one-stop shop for handling privacy and consent features, with more on the way.
    In its current release, the Salesforce Privacy Center is an add-on feature in Salesforce that can help any growing company define how to handle customers’ personal identifiable information (PII) at scale. If your company is moving into several new markets or has grown its audience size, this add-on is worth investigating.
    Expand Your Consent Records with the Individual

    Most Salesforce users depend on the accuracy of their leads’ email opt-out fields to know who they should and should not email. But in the growing realm of privacy, that one field no longer captures all the nuances of your customers’ privacy and consent. In cases like these, Salesforce marketers can augment their consent model by using Salesforce’s Individual object.
    The Individual is Salesforce’s preferred consent data model, and it’s designed to be flexible and granular enough to easily adjust to any company’s specific business strategy. Utilizing the Individual can help you be more diligent with the type of consent you store on behalf of your customers and more mindful in contacting only the most interested customers with your sales or marketing emails.
    With the use of APIs and the objects, you can work with your Salesforce Admin to tailor a robust and thorough consent management experience fit for your company.
    Explore All of Pardot’s Tools for Tailoring Marketing Consent
    Going beyond Salesforce itself, you may need to scale and adjust your Pardot consent strategies too. This is especially true for businesses that take on and segment several Pardot Business Units (BUs) to target multiple markets. Managing consent across these units can be especially difficult, and if you want to market to the same individual across product lines, the complexity only grows.
    Pardot is investing in this space. Our Spring ‘21 release will provide new tools to make it easier to manage marketing consent at scale. 

    You’ll be able to sync prospects safely across BUs with improved APIs, which will allow for granular and controlled consent updates. 

    You’ll have more options for defining your unsubscribe experience and capturing the right consent data from customers.

    You’ll have access to updates for Salesforce Privacy Center along with more granular control of unsubscribes in Pardot.

    Watch for feature updates and start thinking about how you can use them to improve your existing processes.
    Learn more about Pardot’s existing features for helping marketers comply with today’s privacy regulations.
    This blog post is part of our security, privacy, and technology series.