Educating customers is something businesses can benefit from, but most shy away from it due to false assumptions such as – the belief that a more educated customer will be less loyal or ‘know too much’. It’s time to let go of these assumptions and truly empower your customers with knowledge and insights that help them understand your products and how it can be of value to them. Continue reading Educating Your Customers: The Benefits & How To Achieve It
People buy from brands they know and trust. If your business were to be a person, the brand would be its character (what people know it for). Branding a business is not just about inserting logos on marketing materials or choosing the right colors, it is more about the impression a business gives to customers each time they engage with the brand. Continue reading Brand Consistency Is Important For Customer Loyalty
Ambience is important in your customer’s experience, the customers will form an impression of your business based on the ambience of your offices & outlets, this impression can either be positive or negative and will ultimately have an impact on their overall experience with your brand (CX). Continue reading Why Great Ambience Is Important In The Customer Experience
Artificial Intelligence (AI) is no longer sci-fi, it is here today and it has reached maturity. This is due to huge advances in the development of machine learning, Natural Language Processing, and cognitive computing. Already, in the Video game industry, there has been significant progress in AI development, now there are AI opponents that learn to manipulate and use the gaming environment to enhance their survival. Continue reading How Artificial Intelligence In Banking Can Improve CX
Traditional Banks are under threat and their relevance with customers is waning.
FinTech companies and startups are disrupting the banking industry, and traditional banks are not reacting quickly enough. With a heavily saturated market, lack of innovative products and a generally average customer experience, banks need to rethink and reinvent their approach to building and maintaining customer relationships. Continue reading 5 Reasons Customer Experience Matters In Banking
Sometimes it amazes me how determined customers can get, in ensuring their complaint is heard. Some customers can hold grudges for a long time (read story here), while some are prepared to even spend money to ensure the public gets to know about the bad experience they’ve had with a brand.
As today’s society moves rapidly towards an even more digitized age, the e-commerce industry continues to grow and develop at a proportional rate. Many businesses are starting to go completely online or develop an online section. One of the key struggles for online businesses is to stand out from the competition and catch the attention of potential customers. Continue reading Can E-Commerce Stores Survive Without Live Chat?
In today’s very competitive business stage, customer interaction with brands has become richer and more engaging thanks to big data and analytics. Delivering a great customer experience now requires having good individual insights on customers, their interactions, preferences and the ability to meet them in a channel of their choosing. Harnessing customer data to enhance their experience and improve loyalty is what data-driven CX is all about. The ability of an organization to achieve this will set them apart from competition and ensure long-term profitability.
“One afternoon at a shopping mall during the busy Christmas season, a consultant ventured into an athletic shoe store to buy some new running shoes. This particular consultant actually specialized in retail. He consulted both for retailers trying to improve their operations, as well as for manufacturers trying to sell their wares in to retailers and retail chains. So whenever he went out on his own to buy anything he was always an observant shopper.
The American Customer Satisfaction Index (ACSI) Finance and Insurance report has just been released, and this year’s report indicates an overall improvement in customer satisfaction for Banks & Insurance companies in the United states.