Text Your Way To Success (with SMS)

Is your organization feeling a millennial push? If you are tracking feedback from your  customers from generations x-z then you have likely noticed that this gaggle of individuals are no longer satisfied with the status quo of customer service. This means phone calls are out, and going out of their way for wi-fi to use […]

3 Ways YOU Can Capture and Retain Millennials

Millennials will make up the largest population segment the US has ever seen with 83.5 million potential consumers by 2030, according to the MetLife Mature Market Institute. There’s a real opportunity for insurers to adopt innovative approaches to marketing and delivering products. The following will describe three ways insurers can engage Millennials, enhancing customer loyalty […]

Best Practices for a Seamless Omnichannel Customer Experience

It’s natural to start designing an omnichannel customer experience (CX) with vision. For example, do you envision creating a 360-degree view of the customer to accurately predict and anticipate customer needs? Or, do you see creating an effortless experience that delivers a consistent experience as it transitions across multiple touchpoints and provides both added value […]

The Impact of Demographics on Live Chat Customer Service

IndustryView | 2015 | Regardless of industry, great customer service usually revolves around one common theme: reducing the effort customers expend in order to get their questions answered and problems solved. The most effective customer service is designed to reduce effort at all stages of the customer journey—not just after a sale or when problems […]

The New Kid on the Block: Omnichannel Marketing

audience engagement

Move over multichannel marketing. Omnichannel marketing focuses on how and when your customers want to contact you.  Understanding preferred communication channels allows companies to develop customized engagement strategies and promote long-term customer relationships. In Taking Cues From the Customer: “Omnichannel” and the Drive For Audience Engagement, we see some valuable information about audience engagement, why it […]

Study Confirms High Customer Satisfaction Increases Revenue Growth

high customer satisfaction

This study confirms some very interesting data about customer satisfaction and how it affects revenue for businesses. Organizations that reached a 90 percent plus customer satisfaction rate achieved an annual 6.1 percent in service growth. They also enjoyed a 3.7 per cent growth in overall revenue and an 89 percent level of customer retention. While […]

Banks Disclose How Mobile Technology Can Create More Profitable Customer Relationships

mobile technology

Mobile technology is encouraging more frequent visits and putting customers in control.  By improving the customer experience with technology (and other means), banks can create better, more loyal and profitable customer relationships. We know that the banking sector is a popular industry today. It’s also an industry that comes with a great deal of risk. […]

I Want It Fast and I Want It Now

I Want It Now

Buying behavior is changing and some customers are putting a premium on speed, ease, efficiency and convenience over friendly service.   According to the Boston Consulting Group, companies who want to differentiate themselves in the marketplace and forge long-term customer relationships are responding. In The Millennial Consumer – Debunking Stereotypes, they explore the idea that millennial […]