Top

Successful companies understand that the customer experience doesn’t end once the sale is completed. Although not as sexy as marketing and customer service, the customer support center is an important but often overlooked means of improving the customer experience. Companies that offer a multichannel customer support strategy (two or more avenues of contact) are off to a good start. However, an omnichannel approach allows for holistic, smooth contact channel transitions and integrates customer information for an overwhelmingly...

Research has shown that adding video chat to your existing sales process can foster many benefits: longer customer visits and positive brand association, reduced drop offs, declining return rates, and even an increased likelihood of customers leaving product reviews. Right now, video chat for companies is largely an untapped resource. However, experts believe usage of video chat as a sales platform will explode within the next several years as video calling adoption rates among consumers have skyrocketed....

What is the 7% rule? Believe it or not, only 7% of all communication is conveyed verbally. That might sound very low, but factoring in vocal tonality, body language and other subtle cues this rule seems more plausible. There are various perspectives on the validity of this rule in relation to customer success. UCLA professor Albert Mehrabian developed the 7% rule in 1971 when writing a book discussing his research on nonverbal communication. The conclusion from his...

Customers, especially those in the digital space, increasingly have  more choices than ever before. Most of us generally assume that more variety is linked to higher levels of satisfaction, but this need not always be true. Choice proliferation without sufficient customer support, which assists the customer during and after the buying process, may be linked to customer dissatisfaction. Businesses that fail to invest in the happiness of their customers are more likely to fail in the...

We’ve discussed the strong numbers behind these strong customer experience strategies and taken a look at how they impact banks positively. With banks moving beyond their sole focus on competitive rates, here are three banks which excel at shaping an outstanding customer experience and have a reputation for strong revenue gains to boot. USAA Bank USAA is known for its stellar customer experience tailored specifically to active and retired military personnel and their families. Despite having a mere...

Competitive interest rates are used to influence both the market value of bank assets and the customer’s ability to repay their mortgages and other loans. Because a change in interest rates can affect the cost of borrowing as well as bond and investment yields, financial institutions tend to be careful about any rate change. Keeping interest rates competitive is imperative for a financial institution. Not only do low rates drive investment into the stock market, they...

From Facebook to Apple, some of the biggest tech companies are turning to bots in an attempt to simplify the online purchase process. Unfortunately, the reality is that the technology - regardless of its advances in logic trees, natural language processing, and machine learning - must always be backed up by real people. The human interaction is simply a necessary piece of the Customer Experience puzzle that will only increase in relevance to conversion rates over...

There are many potential touch points between customer and brand that result from a customer’s awareness, advocacy, and eventual purchase or use of a product. Each of these interactions is an opportunity for a company to “condition” the customer’s reaction to the brand, similar to the classical conditioning used by Pavlov on his dogs. The practice of conditioning is eliciting a desired response from customers who are reacting to stimuli presented within the framework of a brand’s...

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...

An outstanding Customer Experience (CX) journey can make or break your business. With good reason, too: satisfied customers come away with a positive impression of your business and can impact its profits. While the overall CX in the US is slumping (59% of companies experienced a decline in customer satisfaction ratings), e-tailers are among the five industries that improved their CX in 2015 ( e-tailers’ ratings rose to 82 out of the ACSI’s 100-point scale last...