What Is Conversational Marketing

At Incept, we use the term Conversational Marketing to define how we approach talking with customers. We believe the difference between our methods and more traditional marketing techniques is that we focus on talking with the customer, whereas more traditional marketing methods tend to talk at the customer.

Origins

The term Conversational Marketing comes from an idea that isn’t new. To create Conversational Marketing, we adopted and adapted the core concepts outlined in a pair of books: The Cluetrain Manifesto, which talks about how markets were conversations, and Fierce Conversations, which talks about how conversations really are the relationship.

In order to develop our idea, we had to analyze where marketing came from, and how we got here. It used to be that you bought a ton of media, you shot it up in the air and hoped some one paid attention to it. Direct marketing got a little more specific. It allowed marketers to target specific areas, demographics, etc. Then telemarketing came along, and we were able to reach into a customer’s home and have a two-way conversation with them.

The change really started happening when online and interactive marketing came around. You could get a very specific ad placed where it was most likely to succeed, based on previous behavior. These online marketing techniques really weren’t conversational yet, but they still paid attention to your preferences regarding how you wanted to be communicated with.

So the way we define Conversational Marketing is the equivalent of a dinner table discussion where the marketer has been invited in – they’re actually welcome and treated as a part of the family, so to speak. And they’re giving and getting feedback that’s all relevant and valuable to the customer.

Listening

It’s not just listening in the way we traditionally define it. Listening being me hearing you as a part of a conversation is important, but listening also refers to what’s being said online. So the things we talk about internally with our team are the one-to-one interactions. Things like paying attention to tone, how the customer responds and how busy they are, and then customizing the individual conversation to their needs are essential to how we look at listening now.

With regard to listening as it applies to marketing organizations, brands and businesses, we believe that paying attention to what’s being said about their brand and how people want to engage is critical to preventing challenges in the future.

Changing

It seems that while the drive to become better marketers was happening, the only thing that really happened faster was the drive for methods to keep messages from getting to you (spam blockers, caller ID, etc.). This push and counter-push was really a signal to us indicating that the consumer wants to have a door between themselves and the marketer; that they want the caveat of inviting you in.

Because of this cultural shift, we really saw Conversational Marketing as a method to ensure we’re delivering relevant messages at a time and place when people want to hear them. Again, we believe the key to marketing is having conversations with customers – not talking at them, but talking with them.

If you’d like to talk more about Conversational Marketing with us, feel free to comment on our blog, or visit us at www.InceptResults.com.

Let's talk...results

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    [...] building relationships in personal lives, it’s a very important, yet often overlooked, aspect in Conversational MarketingTM. It doesn’t matter who you are or what you do for a living, everyone likes to feel appreciated [...]

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    [...] Incept, Program Results Coaches and Supervisors can be found posting about how good specific Incept Conversational Marketing™ Experts (iCMEs) did that day, thanking them for putting in extra hours and more. It is a very [...]

  • http://conversationalmarketinglabs.com/blog/2012/04/about-incept/build-a-stronger-organization-by-treating-everyone-as-a-customer/ Build A Stronger Organization By Treating Everyone As A Customer | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] an employee perspective – When looking at the value of Everyone’s a Customer to an Incept Conversational Marketing™ Expert (iCME), not only does it refer back to the type of thinking above, but it’s also a [...]

  • http://conversationalmarketinglabs.com/blog/2012/04/conversational-marketing/why-conversational-marketing-is-effective-with-social-media/ Why Conversational Marketing is Effective with Social Media | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Conversational Marketing™ takes the relationship selling view and uses the same principles of building quality relationships, but with a twist. In this day and age, you have to talk to the customer the way they want to be talked to. Many years ago that was through person-to-person communication, and then it gradually changed to phone conversations. Now customers want to be talked to via the internet, or more specifically, through social media. [...]

  • http://conversationalmarketinglabs.com/blog/2012/04/about-incept/building-positive-relationships-in-your-contact-center/ Building Positive Relationships in your Contact Center | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Supervisors and Coaches share some tips on ways to build positive relationships with your Conversational Marketing™ Experts (CMEs) within your Contact [...]

  • http://conversationalmarketinglabs.com/blog/2012/05/about-incept/training-is-an-investment-not-a-screening-tool/ Training is an Investment, Not a Screening Tool | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Incept, we believe in screening potential new Conversational Marketing™ Experts (CMEs) during the new-hire process and only selecting the best of the best. Once that [...]

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    [...] we will focus on work at a contact center, and even more specifically contact center work at the Conversational Marketing™ Expert (CME) level and how minor gains in efficiency can lead to larger wins for your [...]

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    [...] candidate to listen to live calls, from your contact center, seated in the booth with an actual Conversational Marketing™ Expert (CME), they get to see it and hear it first hand. There is no opportunity to screen for [...]

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    [...] use Conversational Marketing™ to engage your customers in productive conversations that will drive results and strengthen [...]

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    [...] Conversational Marketing™ is defined as talking with your customers – rather than talking at them – aiming for the end goal of strengthening the relationship. The ultimate goal is always to close a sale with that customer, retain them, schedule the appointment, or basically end the conversation in a close. However, that is not always the case, (which can be OK) as long as you strengthen the relationship during your conversation with them. [...]

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    [...] job. The first day of training (and just training for a new job in general) can be hard for any new Conversational Marketing™ Expert [...]

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    [...] one of our biggest changes within the company was actually creating different teams of our own Conversational Marketing™ Experts (CMEs) to more efficiently manage our Conversational Marketing™ Experts (CMEs). By [...]

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    [...] types of things do we look at? We monitor Conversational Marketing™ Experts’ (CMEs’) results – the dialer efficiency, scripts, rebuttals, handle [...]

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    [...] your customers is an important goal for any business. How can you coach your new and veteran Conversational Marketing™ Experts (CMEs) to help improve your customer retention rate? Bryan McGinnis, Program Results [...]

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    [...] of being a Conversational Marketing™ Expert (CME) is to not only convey to customers why they shouldn’t cancel their service, [...]

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    [...] and Not Scripted Sounding natural and not like you are reading a script can be hard for any Conversational Marketing™ Expert (CME), especially when there are certain parts of the script that must be read. However, [...]

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    [...] reading), or making phone calls to customers on behalf of our clients, at the root of it all I am a Conversational Marketing™ Expert (CME). But don’t confuse that with being a [...]

  • Giovanna Danieli

    Without knowing, I always do this conversational marketing. :-)

  • Incept

    Thanks for commenting and reading our blog, Giovanna!  Conversational Marketing is a great way to build strong relationships with your customers, we are so happy to hear you are always doing it!

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    [...] of our calls doesn’t stop with our Conversational Quality department in which all of our Conversational Marketing™ Experts (CMEs) are routinely listened to and graded on a percentage scale. It transcends that, [...]

  • http://conversationalmarketinglabs.com/blog/2012/12/contact-center/contact-center-tip-keeping-your-employees-motivated/ Contact Center Tip: Keeping Your Employees Motivated | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] succeed, so our mindset is always going to be with the client at the forefront of our thoughts. Our Conversational Marketing™ Experts (CMEs) are truly soldiers on the front lines for our clients. It is in our best [...]

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    [...] same role in which they will soon be. They get the unfiltered story about our management team, our Conversational Marketing™ Experts (CMEs), our policies, the type of work that will be expected each day, the way they [...]

  • http://blog.inceptsaves.com/blog/2013/01/03/how-to-develop-the-most-effective-conversational-quality-process/ How to Develop the Most Effective Conversational Quality Process | Incept Blog

    [...] process along with a process that we are testing and determine which process truly reflects the Conversational Marketing™ Experts’ (CMEs’) performance and quality. There are times when an entirely new [...]

  • http://conversationalmarketinglabs.com/blog/2013/01/about-incept/dont-forget-the-little-things-when-managing-your-employees/ Don’t Forget The Little Things When Managing Your Employees | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] as politely and as friendly as I could, but no rebuttal seemed to work. I had to summon my inner Conversational Marketing™ strength and really clarify every point I was making to this customer, and my efforts [...]

  • http://conversationalmarketinglabs.com/blog/2013/01/about-incept/how-to-develop-the-most-effective-conversational-quality-process/ How to Develop the Most Effective Conversational Quality Process | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] with Josette Schneider, Incept’s Conversational Quality Manager, to discuss monitoring our Conversational Marketing™ Experts (CMEs) and conversational quality. Below Josette provides some insight on developing the [...]

  • http://conversationalmarketinglabs.com/blog/2013/01/conversational-marketing/contact-center-tip-how-to-drive-results-with-your-conversational-marketing-experts/ Contact Center Tip: How To Drive Results With Your Conversational Marketing Experts | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] which affectionately goes by the title, “Team Swagger”, is a very hard hitting group of Conversational Marketing™ Experts (CMEs) that helps retain customers for one of our clients. They are good at their jobs [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/skills-and-personality-make-for-a-good-hire/ Skills and Personality Make for a Good Hire | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] when we look at candidates to determine whether or not they will be a good fit in the role of Conversational Marketing™ Expert (CME), there are multiple skills and qualities that we are looking for. After working [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/get-to-know-melissa-davis-incepts-new-client-results-representative/ Get To Know Melissa Davis, Incept’s New Client Results Representative | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] accepting of change. All ideas for program advancement coming from management all the way to the Conversational Marketing™ Experts (CMEs) are investigated and many of the most impactful changes come from a collaboration [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/reeling-in-the-results-through-conversational-marketing/ Reeling in the Results Through Conversational Marketing | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] in the Results Through Conversational Marketing At Incept, we heavily put our stock into Conversational Marketing™. Conversational Marketing™ isn’t your typical marketing technique because, if anything, [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/conversational-marketing-tips-managing-a-contact-center/ Conversational Marketing Tips: Managing a Contact Center | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] has their own approach to managing Conversational Marketing™ Experts (CMEs), and no one approach is right. What tips and advice do you have for managing a [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/what-does-your-employee-referral-program-say-about-your-culture-2/ What Does Your Employee Referral Program Say About Your Culture? | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] in the same role they will soon be in. They get the unfiltered story about our management team, our Conversational Marketing™ Experts (CMEs), our policies, the type of work that will be expected each day, the way they can [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/contact-center-insights-developing-leaders-at-incept/ Contact Center Insights: Developing Leaders at Incept | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Incept, we take a lead by listening approach when it comes to leading our Conversational Marketing™ Experts (CMEs) to success. When you effectively master the art of listening you can identify [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/let%e2%80%99s-talk%e2%80%a6-new-employee-training-at-incept/ Let’s Talk… New Employee Training at Incept | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] into our company culture. By creating an open and comfortable atmosphere we empower each new Conversational Marketing™ Expert (CME) to be at their best from their first day on the [...]

  • http://conversationalmarketinglabs.com/blog/2013/02/about-incept/conversational-marketing-tip-one-coaching-size-does-not-fit-all/ Conversational Marketing Tip: One Coaching Size Does Not Fit All | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Marketing Tip: One Coaching Size Does Not Fit All When coaching your Conversational Marketing™ Expert (CME), don’t assume one size will fit all. This means the same coaching advice or [...]

  • http://conversationalmarketinglabs.com/blog/2013/03/about-incept/conversational-marketing-tip-it-is-all-about-confidence/ Conversational Marketing Tip: It Is All About Confidence | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Marketing Tip: It Is All About Confidence All great Conversational Marketing™ Experts (CMEs) have one thing in common: confidence. The mindset or belief that they can sell [...]

  • http://conversationalmarketinglabs.com/blog/2013/03/about-incept/conversational-marketing-tips-holding-your-ground-when-you-feel-uncomfortable/ Conversational Marketing Tips: Holding Your Ground When You Feel Uncomfortable | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] a developing Conversational Marketing™ Expert (CME) encounters an upset customer, their natural defenses kick in as well in more of a [...]

  • http://conversationalmarketinglabs.com/blog/2013/03/about-incept/positive-coaching-why-it-is-so-important-for-your-reps/ Positive Coaching: Why It Is So Important For Your Reps | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] training sessions the prospective coach sits down and learns more about how their role can affect Conversational Marketing™ Experts (CMEs), as well as how to deal with circumstantial employee situations and make an [...]

  • http://conversationalmarketinglabs.com/blog/2013/03/about-incept/how-incept-uses-the-positive-coach-approach-to-improve-results/ How Incept Uses the Positive Coach Approach to Improve Results | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] PCAs are coaching sessions, which take place in a private setting with only the coach and the Conversational Marketing™ Expert (CME) present. This creates a safe space for both parties to communicate [...]

  • http://conversationalmarketinglabs.com/blog/2013/04/about-incept/using-social-media-to-your-companys-advantage/ Using Social Media to Your Company’s Advantage | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Social Media to Your Company’s Advantage Brian Dodson, Incept’s Internet Conversational Marketing™ Expert (iCME), shares some insight on how you can use social media to help your business. Make [...]

  • http://conversationalmarketinglabs.com/blog/2013/04/about-incept/conversational-marketing-tips-effective-coaching-using-the-d-a-s-h-method/ Conversational Marketing Tips: Effective Coaching Using the D.A.S.H. Method | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Marketing Tips: Effective Coaching Using the D.A.S.H. Method Coaching your Conversational Marketing™ Experts (CMEs) is a daily task. You want to make sure they are doing the best they can, staying [...]

  • http://conversationalmarketinglabs.com/blog/2013/04/about-incept/developing-relationships-with-your-conversational-marketing-experts/ Developing Relationships With Your Conversational Marketing Experts | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Program Results Manager, Tammy Paveloi, sits down with us and tells us how she interacts with her Conversational Marketing™ Experts [...]

  • http://conversationalmarketinglabs.com/blog/2013/04/about-incept/conversational-marketing-101-are-you-listening/ Conversational Marketing 101: Are You Listening? | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Marketing 101: Are You Listening? We have talked about what Conversational Marketing™ means in previous posts. Now it is time to show some examples of how to use it. An important [...]

  • http://conversationalmarketinglabs.com/blog/2013/05/about-incept/call-center-tips-a-few-simple-ways-to-increase-your-collection-rate-on-invoice-calls/ Call Center Tips: A Few Simple Ways To Increase Your Collection Rate On Invoice Calls | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] A Few Simple Ways To Increase Your Collection Rate On Invoice Calls Oftentimes, I find that a Conversational Marketing™ Expert (CME) is not collecting as well as expected on an invoice call simply because they feel [...]

  • http://conversationalmarketinglabs.com/blog/2013/05/about-incept/call-center-tips-using-multiple-techniques-to-strengthen-your-sales-pitch/ Call Center Tips: Using Multiple Techniques to Strengthen Your Sales Pitch! | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Results Manager, Bryan McGinnis, guides us through three easy sales techniques that can help your Conversational Marketing™ Experts (CMEs) have stronger phone calls with your customers. Listen up! There might be a pop [...]

  • http://conversationalmarketinglabs.com/blog/2013/05/about-incept/conversational-marketing-tips-coaching-done-right-should-be-developmental-and-fun/ Conversational Marketing Tips: Coaching Done Right Should Be Developmental And Fun | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] And Fun Good coaching has to be developmental but can also be fun. When you approach a Conversational Marketing™ Expert (CME) and ask them to make themselves unavailable for calls so you can coach them and [...]

  • http://conversationalmarketinglabs.com/blog/2013/06/about-incept/what-is-the-buzz-about-customer-engagement/ What Is The Buzz About Customer Engagement? | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] to the term you see us discuss a lot, conversational marketing, customer engagement refers to companies and brands engaging directly with their customers. Social [...]

  • http://conversationalmarketinglabs.com/blog/2013/06/about-incept/how-training-can-improve-your-customer-satisfaction/ How Training Can Improve Your Customer Satisfaction | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] watching this video, how can you implementing continuous training with your Conversational Marketing™ Experts (CMEs) to improve your customers’ satisfaction? Let's [...]

  • http://conversationalmarketinglabs.com/blog/2013/07/about-incept/conversational-marketing-building-relationships-in-your-customer-service-calls/ Conversational Marketing: Building Relationships In Your Customer Service Calls | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] how a construction worker needs a bulldozer to dig up a foundation to build a structure, an Incept Conversational Marketing™ Expert (CME) needs a headset and a phone line to begin to build any type of [...]

  • http://conversationalmarketinglabs.com/blog/2013/07/about-incept/lets-talk-results-how-second-attempting-can-help-customer-retention/ Let’s Talk…Results: How Second Attempting Can Help Customer Retention | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] every customer who calls in to your inbound customer retention line would agree with what your Conversational Marketing™ Experts (CMEs) say and offer them. We don’t live in that world, however, so Incept Results [...]

  • http://conversationalmarketinglabs.com/blog/2013/07/about-incept/contact-center-advice-why-positive-morale-is-crucial-for-contact-center-success/ Contact Center Advice: Why Positive Morale is Crucial For Contact Center Success | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] matter how hard the workflow is, our Conversational Marketing™ Experts (CMEs) keep pushing. The smiles on their faces are apparent more often than not. When [...]

  • http://conversationalmarketinglabs.com/blog/2013/11/about-incept/lets-talk-results-growing-into-a-leader-for-the-future/ Let’s Talk…Results: Growing Into A Leader For The Future | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] wanted to ask him what he thought about his transition from his role as a  Conversational Marketing™ Expert (CME) to his new one. Also, we were curious about the details of the programs he and his [...]

  • http://conversationalmarketinglabs.com/blog/2013/11/about-incept/teaching-to-fish-vs-giving-a-fish-instructional-styles-lasting-effects/ Teaching To Fish vs. Giving A Fish: Instructional Styles & Lasting Effects | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] and betterment of the supervisor and makes them that much more of an asset to the team. At a Conversational Marketing™ Expert (CME) level, to answer a question is quick, but to teach the CME to find the answer [...]

  • http://blog.inceptsaves.com/blog/2013/12/06/donating-blood-the-cause-for-components/ Donating Blood: The Cause for Components! | Incept Blog

    [...] a Conversational Marketing™ Expert (CME) here at Incept, something you are undoubtedly familiar with is a blood [...]

  • http://blog.inceptsaves.com/blog/2013/12/06/why-mobile-blood-drives-are-important-to-the-blood-supply/ Why Mobile Blood Drives Are Important To The Blood Supply | Incept Blog

    [...] my experience as a Conversational Marketing™ Expert (CME), sometimes you have situations where people definitely want to donate and are willing [...]

  • http://blog.inceptsaves.com/blog/2013/12/31/lets-talk-results-blood-donor-recruitment-methods-tips/ Let’s Talk…Results: Blood Donor Recruitment Methods & Tips | Incept Blog

    [...] been recruiting blood donors for over three years now as a Conversational Marketing™ Expert (CME) and have helped save thousands of lives. Here are some tips that have worked for me [...]

  • http://conversationalmarketinglabs.com/blog/2014/01/about-incept/easy-ways-to-control-variance/ Easy Ways To Control Variance | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] between what is expected and what actually occurs. In the contact center, the expected task for Conversational Marketing™ Experts (CMEs) at Incept to do is to be on the phone talking to our customers in efforts to either [...]

  • http://conversationalmarketinglabs.com/blog/2014/01/about-incept/improvement-through-leadership-how-a-new-team-captain-helps-others/ Improvement Through Leadership: How A New Team Captain Helps Others | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] out as a Conversational Marketing™ Expert (CME), I came across a lot of obstacles. These obstacles included second attempting, quality [...]

  • http://conversationalmarketinglabs.com/blog/2014/01/about-incept/using-encouragement-to-drive-success-in-the-contact-center/ Using Encouragement To Drive Success In The Contact Center | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] have been in a coaching position at Incept for three years. In this time, I have learned that our Conversational Marketing™ Experts (CMEs) will respond to criticism with immediate action but will also carry a sense of [...]

  • http://conversationalmarketinglabs.com/blog/2014/01/about-incept/outside-of-the-office-teaching-english-in-south-korea/ Outside Of The Office: Teaching English In South Korea | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] once in a while, we are able to find an employee who is truly unique. Timothy Serafino is an Incept Conversational Marketing™ Expert (CME) who is getting ready to embark on an adventure. His wife and he are going to [...]

  • http://conversationalmarketinglabs.com/blog/2014/01/about-incept/lets-talk-results-the-role-of-a-trainer-in-the-contact-center/ Let’s Talk Results… The Role of A Trainer In The Contact Center | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] has experience as a trainer of both blood bank recruitment and results (retention, accounts, etc.) Conversational Marketing™ Experts [...]

  • http://conversationalmarketinglabs.com/blog/2014/02/about-incept/the-learning-process-of-transitioning-to-management/ The Learning Process of Transitioning to Management | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] had only been a Conversational Marketing™ Expert (CME) for a few months before Kevin appointed me his Team Captain for the Vein Invaders – [...]

  • http://conversationalmarketinglabs.com/blog/2014/04/about-incept/the-benefits-of-gamification-in-the-contact-center/ The Benefits of Gamification in the Contact Center | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] Incept, we fully embrace positive competitiveness and love to play games with our Conversational Marketing™ Experts (CMEs). Not only does it make the day go by faster, but it really does keep our employees [...]

  • http://conversationalmarketinglabs.com/blog/2014/06/about-incept/contact-center-management-hiring-pitfalls/ Contact Center Management Hiring Pitfalls | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] been fortunate to continue growing over the past several years and adding not only to our team of Conversational Marketing™ Experts (CME), but also to the supporting management staff. As we grow larger and larger, it is [...]

  • http://conversationalmarketinglabs.com/blog/2014/06/about-incept/maintaining-positive-attitudes-as-customer-service-agents/ Maintaining Positive Attitudes As Customer Service Agents | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] at home. One of my Vice President’s, Dave Walter, had some of the best advice for our own Conversational Marketing™ Experts (CMEs) who might be experiencing trauma in their personal lives that carries over to their [...]

  • http://conversationalmarketinglabs.com/blog/2014/07/about-incept/customer-service-tips-dealing-with-escalations/ Customer Service Tips: Dealing With Escalations | Conversational Marketing Blog | Social Media Community Managers | Call Center Management | Incept Results

    [...] situations to deal with, but mastering the skill of calming down a donor will greatly benefit any Conversational Marketing™ Expert (CME) and, furthermore, anybody in customer service. So let’s get into [...]

  • ilaine

    In an advertisement could you please help me what is the advertisement that can site as an example of a conversional marketing?

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