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 […]

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 […]

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 […]

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. […]

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 […]