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According to the most recent Accenture Global Consumer Pulse Survey measuring the experience of 24,489 customers in 33 countries across 11 industries, “52% of consumers have switched service providers over the past year due to poor customer service”. In the United States alone, Accenture claims that the estimated cost to companies for customers making this switch is $1.6 trillion in lost revenue. But, what do these customers mean when they cite poor customer service as the reason...

Retail banking (or consumer banking) accounts are a large part of any bank’s portfolio. While corporate accounts come and go with the ebb and flow of today’s market, consumer accounts can be relied upon to provide stability for a bank through the ups and downs of an ever-changing economy. BAI  claims that “For most banks, their retail franchise is the most valuable part of the company.” For this reason, it is no wonder that there is so...

These days, consumers are becoming more and more connected to non-stop content that is based on their personal preferences. This flow of information spills out to people on their phones, tablets, and other machines. To get access to these data-driven solutions, customers must provide personal information. It’s easier for users to give up personal details when they trust the names of the providers. Names like Siri, Alexa, and Cortana would have seemed like characters in a Greek...

If you were asked to think of an image that represents the word “infinity” you would most likely think of a sideways number eight, right? That’s the standard infinity symbol. Now let’s think about your buyer’s journey. This journey typically involves three stages. The first stage is Awareness. This is when your prospect is aware that they have a challenge that needs a solution. The second is the Consideration. The Consideration stage is when your prospect realizes...

Any experienced salesperson will tell you that their career has been full of peaks and valleys, creating a feast or famine way of life. The factors that determine at which end of the spectrum a salesperson or team may find themselves can be elusive at best. Seasoned salespeople may tell you that they have to wear their lucky shirt to sell their way out of a slump. Veteran closers will sometimes employ tricks like pitching from...