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Banking on Loyalty

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and online transactions, it’s hard to believe that we still have customers who love to call our representatives in our centers and branches. Some of our customers just feel better speaking to a representative when they [...]

How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they don’t check their competitors’ customer experiences at all! They say things like “We pay close attention to the market” or [...]

What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone [...]

By |February 27th, 2017|Best Practices / Metrics, Customer Experience|

Don’t Market During Customer Issues

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more sales. We all know this intuitively, but the Temkin Group has proved it empirically. In ROI of Customer Experience, 2016 they found that for a $1 billion firm, a modest improvement in CX results in [...]

3 Ways to Improve Cx by Seeking the Outside-In Viewpoint

Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective is quite another! Stepping out of your own viewpoint is harder than it seems and much more challenging than we believe it should be. But taking just three steps to better understand this perspective can [...]

3 Challenges to Improve CX from the Inside Out

There are ways to change the experience for your customers and employees alike for the better. There are even plenty of ways you can improve things today. Yet when we are working day after day on the same set of projects and goals, it can be easy to become a little complacent about what customers [...]

Are Your Processes “Customer Driven” or Driving Customers Away?

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as you read those words, but how many times have we made excuses about a company process being necessary for some [...]

5 Ways to Get Better Customer Feedback

It may be common knowledge now that hearing from customers about what they really want and need from your organization is a key component to a successful customer experience. And while sending a survey once a quarter asking a few basic questions might be enough to pat yourself on the back, it's not enough to really understand your [...]

By |October 20th, 2016|Best Practices / Metrics, Customer Experience|

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution by 2020. And for call centers, the hub of customer experience management, the pressure is on to get the omnichannel [...]

How to Improve Your Finance Team’s Soft Skills

One of the reasons our business stays open is because someone purchases our services or products and will continue to do so based on having a successful series of interactions with us from purchase through delivery and later support if needed. A simple enough way to describe the importance of customer touch points for our [...]