Articles from CM.com

Jun 13, 2022 • Mobile Service Cloud

Six Things Customer Service and Retail Brands Get Wrong About Customer Loyalty

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

Jun 06, 2022 • Customer Experience

The Future of Customer Service Starts with Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand — forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional and positive customer experiences.

May 30, 2022 • Conversational AI

The Differences Between Chatbots and Conversational AI

Although chatbots and conversational AI are sometimes used interchangeably, they aren’t the same thing. Today we’ll review the difference between the two and which option is better for your business.

Types of Chatbots to Consider When Building a Customer Service Chatbot

May 23, 2022 • Conversational AI

4 Types of Chatbots to Consider For Your Customer Service

The future has arrived! Chatbot technology has transcended simple commands and evolved into a powerful customer service tool. Learn about 4 types of chatbots and provide your customers with a unique automated experience.

May 16, 2022 • Conversational AI

Developing a Last-Mile Fulfillment Experience That Delivers

So close, yet so far. If packages could speak, that's what they would say as they wait to make their final trip to their owners. Will you help get them across the finish line? Or will you stumble in the last leg of the fulfillment relay race?

May 12, 2022 • Customer Experience

Avoid Losing One Third of Your Customers in One Day

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

May 11, 2022 • Mobile Marketing Cloud

5 Examples of Relationship Marketing Done Right

One of the best ways to boost customer retention is to shift your focus to relationship marketing. Relationship marketing is about building lasting customer connections rather than focusing on transactional marketing and one-off sales. Read on to find out about relationship marketing and five relationship marketing examples that will inspire you.

May 10, 2022 • Customer Experience

How to Easily Digitize Insurance With Smart Solutions

Consumers aren't used to handling insurance matters online and mobile, but yet they prefer it. This means that insurers need to be accessible everywhere and at all times, but they are not responding to this sufficiently. KPMG's research among 70 executives of international insurers shows that they know this all too well. They expect to lose a large portion of their sales to InsurTech or FinTech companies. However, this is easy to avoid without shaking up the entire IT landscape. With CM.com's intelligent solutions, insurers can easily and quickly take steps towards digitalization.

Apr 18, 2022 • Marketing

Top 5 Skills That Every Marketing & Sales Professional Needs in 2030

Do you ever feel like the world keeps moving faster and faster? You’re not alone. Since the 1980s, computer technologies have been speeding up the way people work and live. And as if things weren’t moving fast enough, the COVID-19 pandemic came along and pushed everything into warp speed.

Apr 11, 2022 • Customer Experience

Adopt a Relational Approach in the Retail & eCommerce Industry

Every ambitious brand knows that creating a great customer experience strategy is key to long-term success, and driving profits for the company. A survey from Qualtrics revealed that 94% of respondents buy more goods and services from a company that meets customer expectations and provides an excellent customer experience. However, not every business knows how to develop and deliver the approach that will help achieve its goals.

Apr 04, 2022 • Customer Experience

Drawing Up An Omnichannel Customer Experience Strategy

No matter what you’re trying to achieve, rushing headlong into it without a strategy is a sure-fire recipe for failure. And if customer experience is the victim of such lack of planning, then the damage to your business can be high: think the harming of your business reputation, loss of customer goodwill, and the eventual decline in sales.

Mar 28, 2022 • Customer Experience

Build A Customer-Centric Business Model For Tomorrow

Every generation of customers has varying objectives in their purchasing experience. Modern consumers, for example, are well-informed and tech-savvy, expecting high standards from any business. A customer-centric business model can help you live up to these standards. Here's how you can build a customer-centric approach with the new generation of consumers.

Mar 21, 2022 • Customer Experience

Provide Seamless Operations For Your Customer Engagement

Creating a great customer experience is pivotal in every business. I'm sure you have already invested in solutions to enhance your customer engagement. But do these solutions have the anticipated effect? Are you able to make your existing customers happy?

Mar 14, 2022 • Sign

How Digital Signing Improves Customer Experience

The creativity of your adverts, your website design, and how personal your sales team is all contribute to your customers’ experience. Providing a great experience helps generate more customers and more revenue. So, when the customer is willing to sign, you need to make sure that that experience is in line with everything prior.

Feb 28, 2022 • Instant Messaging

Conversational Channels Are No Longer Optional

Setting up a conversational messaging strategy is no longer optional for your business. Customers want to talk - but on their schedule, not yours. Responding in real time, on their preferred conversational channel, used to be a nice-to-have for businesses; now customers expect it.