Think back to your last customer service interaction. Maybe it went great! Or, more likely, there was room for improvement. Perhaps it began with an online search. But since you couldn’t find the answers you needed online, you turned to the customer service number. You may have encountered some hold
Imagine you’re about to contact a company’s customer service. You come to find out the employees are unhelpful and the wait time is long. Would you continue to do business with them?
A positive customer onboarding process can instill confidence in your customers to stick with your brand. A negative experience, on the other hand, can quickly turn them away to your competition. Over 60% of consumers consider a company’s onboarding process in their purchasing decision, and close to 9 out of
The world of marketing is rapidly changing. Today’s consumers are more digital than ever. They’re flitting back and forth between in-person and digital interactions with ease and expecting brands to keep up. In fact, research shows that since the pandemic, over a third of Americans have made features like buying
There’s a lot of talk about customer experience these days, and rightfully so. Consumers expect more from brands than ever before, including personalized experiences, interactive and engaging content and access to information on demand — all of which requires brands to invest in their customer education strategy. Customer education isn’t
Customer satisfaction in the mortgage industry is slipping — and the decline says a lot about the state of long-term relationships in this space. Mortgage satisfaction scores already trail best-in-class industries by 30% to 40%, but a closer look at different stages of the process reveals even more. According to
A version of this article appeared originally on Customer Experience Magazine. You can read it here. When it comes to customer experience, Gen Z is no longer the next wave of young consumers. They’re making their mark. While they may be the second-youngest generation, they’re already hitting major life milestones.
The value of brand loyalty cannot be overstated — especially in the banking sector. Loyal customers spend more with their bank, cost less to serve and are more likely to recommend the bank to friends and family, according to Bain & Company. But in an era where customer expectations are
From cutting service calls over 70% to lifting conversions by 9x, we’ve seen firsthand how Personalized Video can improve the customer experience and drive real results for businesses. While Personalized Video is certainly changing how we connect with individuals, the concept can be a bit confusing at first. Is it
In a world filled with information and content overload, the average consumer is an expert at filtering out irrelevant and uninteresting content. So how can brands capture and keep their customer’s attention? Two words: Personalized Video. Over 70% of consumers say they only engage with marketing tailored to their interests,
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