YouTube

Author Archive for SoGoSurvey

Customer Service in the Age of Customer 3.0

We all remember the disturbing 30-second video of a bloodied United Airlines passenger being dragged from his seat on an overbooked flight at Chicago’s O’Hare International Airport. The now infamous video attracted more than 6 million views in one day, sparked international outrage, and threatened to unravel more than a year of work by CEO Oscar Munoz to rebuild the airline’s battered customer service…

Are You Happy with Customers’ Perceptions of Your Brand?

To say that 2016 wasn’t the best of years for tech giant Samsung is probably putting it mildly. After several Galaxy Note 7 smartphones were reported to have overheated, caught fire or exploded—with The Federal Aviation Administration (FAA) and The Department of Transportation (DoT) banning Samsung’s Note 7 smartphones from all U.S. domestic flights due to safety concerns—Samsung was forced to…

How to Maximize the Power of Your Customer Data

Given that consumer data powers the ability to create personalized experiences, capturing extensive information about customers, on an ongoing basis, is increasingly important. Surprisingly, however, a 2016 Forrester study found most companies don’t regularly measure customer experience (CX) quality, citing:

The Dodd-Frank Disconnect – The Price of Regulations on Community Banks

The Dodd-Frank regulations—enacted in response to the collapse of Lehman Brothers and the other near failures of 2008 and 2009—have caused banks to be more cognizant of the risks and more careful in their lending practices, extending loans only to the most qualified customers. The largest institutions are now subject to “stress tests,” a simulation developed by the Federal Reserve…

Community Banks Forced to Re-evaluate Technology’s Role in Serving Customers

During the 2016 FDIC Community Banking Conference, Strategies for Long-Term Success, a community bank executive delivered an eye-opening report: Her bank with assets of less than $300 million was exposed to 800,000 cyberattacks every month. She discussed the importance of educating the general public on best practices for online banking, stating: “People don’t leave their checkbooks or wallets laying around…

Build, Measure and Engage with Loyal Customers – It’s Easy

According to Accenture’s 2016 Global Consumer Pulse Survey, 78% of consumers report they are retracting loyalty at a faster pace than three years ago. Additionally, more than half of the most loyal customers actively recommend brands to others, and 14% express their loyalty by publicly endorsing or defending the company via social media. In today’s hyper-competitive business environment, companies must…

What Really Drives Customers to Churn and How You Can Avoid That?

Visionary co-founder and former Apple CEO, Steve Jobs, maintained, “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”  Too many businesses take a reactive approach to customer service. But one of the most successful companies in the history of the world has a different priority: Push yourself to…