Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. That’s really forcing us to focus as leaders on experience now. Did you improve my life?

CX 130

CX Customer Experience 130

Hodusoft

FEBRUARY 1, 2023

Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. One of the areas where this evolution is most evident is in the way banks communicate with their customers. What is a banking phone system?

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

Lightico

JANUARY 20, 2022

Banks have been using eform tools for years to streamline transactions. Eforms are not only more efficient than traditional paper forms, but they also provide a better turnaround time and claim experience. In this blog post, we will discuss the top 5 eform tools for banking and how they can help your business!

Customer Experience 52

Customer Experience 52

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 182

CX Innovation Contact Center Education 182

Beyond Philosophy

SEPTEMBER 18, 2016

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service. When a customer is lied to, it matters.

Construction 166

Construction Sales Customer Experience 166

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. A criminal investigation was launched last week in California to identify whether the bank committed felonies.

Net Promoter Score 0

Net Promoter Score NPS Sales Retail 0

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Customer Think

MAY 4, 2023

Bob Passikoff of Brand Keys stated that “For Wall Street it (Brand Disappointment) was about missing expectations regarding new subscriptions and new customers. We understand this is not something customers want to lose, and losing it causes brand disappointment. Let the customer do extra work! Make it simple!

Customer Loyalty 69

Customer Loyalty Retail Technology Technology 69

Beyond Philosophy

NOVEMBER 1, 2017

Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. And this time, the U.S.

Customer Experience 110

Customer Experience CX Sales 110

Comm100

MARCH 23, 2022

With such growth, partly driven by raised bank fees, comes great opportunity to expand membership. In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Offer fast and convenient support. Show involvement in local community.

Social Media 92

Social Media Omnichannel Start-ups Technology 92

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Ah, 2022, a new year. Not so fast. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. In other words, it’s not that the Wells Fargo customers are loyal.

Sales 141

Sales Start-ups Customer Experience 141

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. Read the rest here. »

AI 78

AI Customer Service Engineering CX 78

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, online banking has proved to be helpful to society.

CX 141

CX Technology Technology Customer Experience 141

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. I would argue that this is true of Bank of America.

CEM 138

CEM Engineering Innovation Customer Experience Management 138

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

NPS 83

NPS Net Promoter Score CEM Customer Satisfaction 83

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

Execs In The Know

APRIL 25, 2024

Conversational AI, often referred to as chatbots or virtual assistants, has promised many industries that the exorbitant costs of human-led support would decrease significantly through the automation of customer interactions. The Enterprise Conversational AI market is fundamentally broken. trillion by 2032. trillion by 2032.

AI 52

AI CXM Engineering Business Operations 52

Beyond Philosophy

MARCH 31, 2015

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface?

Customer Relationship 124

Customer Relationship Retail Finance Customer Retention 124

Beyond Philosophy

DECEMBER 19, 2016

In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. Marcario’s post talked about Patagonia’s grants to environmental groups and then said, “Along with many loyal customers, the initiative attracted thousands who have never purchased from Patagonia before.

Sales 141

Sales Retail Customer Loyalty Education 141

Lightico

AUGUST 19, 2021

What does the future look like for regional and community banks? Banking executives from across the United States discussed the unique challenges they face in competing against their larger counterparts, what they’re doing to adapt to recent trends, and how they can gain the highest return from their technology investments.

Real Estate 52

Real Estate Innovation Gaming Customer Loyalty 52

Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . Banks have replaced tellers with ATM’s, direct deposit and internet banking. Even hotels are experimenting with robots to deliver room service. Customer services is all about how to speed up the transaction.

Customer Service 119

Customer Service Non-Profits Customer Loyalty Technology 119

Comm100

DECEMBER 13, 2021

They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

CX 52

CX Start-ups AI Technology 52

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer.

Customer Experience 111

Customer Experience Retail Touchpoint 111

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. Balance of Forces.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Hodusoft

APRIL 17, 2024

In this blog post, we will discuss everything about auto attendants starting from what they are, how they work, the pros and cons of using auto attendants, how to set up an auto attendant, and how to include scripts. Personalized Experience Customers expect personalized experiences from auto attendance.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Customers That Stick

SEPTEMBER 25, 2014

Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it?

Customer Experience 133

Customer Experience Real Estate Sports Social Media 133

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153

Intercom, Inc.

JULY 11, 2018

A strong understanding of the outcome customers want , and how they currently get it, is essential for you to succeed in product development. A strong understanding of the outcome customers want , and how they currently get it, is essential for you to succeed in product development. Your job is to improve upon that.

Entertainment 205

Entertainment Start-ups Engineering Technology 205

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. mark or memory.

Customer Journey Map 91

Customer Journey Map Touchpoint Compliance Start-ups 91

Comm100

MARCH 9, 2022

As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. . In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience.

Omnichannel 74

Omnichannel Social Media Start-ups Innovation 74

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Focus on customer effort. Ask the customer about their overall experience during their most recent visit.

VOC 82

VOC NPS CEM CX 82

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s experience lagniappe.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74