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Customer Experience

Fostering Customer Loyalty in the Insurance Industry

Advances in digital technologies, along with significant shifts in consumer behavior, are opening up new opportunities for insurers to enhance their market segmentation, product and service offerings, and distribution models. In an age when demand for insurance remains stagnant, and consumers are increasingly dictating how their providers should meet their needs, these advances also create the opportunity for insurance carriers…

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:

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…