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Customer Experience

The Benefits of Data Population

I recently placed a phone call to my bank’s support line where I was instantly connected with an agent because they recognized the phone number I was calling from. Impressive, right? Not only was I moved into a faster queue specifically for current bank customers, but when the representative came on the line she already had my full profile pulled…

Watermelon Day? Know Your Audience!

Did you know it’s National Watermelon Day? […] Yeah, I thought that might be the case. And yet, if you happen to be a watermelon farmer – or a watermelon lover… or sure, maybe even a watermelon – this could be the biggest day of the year for you. And in the unlikely event that you’re a watermelon, you might also get…

Amazon Prime Day: If You Build It They Will Shop

Prime Day was last week and it was a jungle out there – in fact, an Amazon jungle.  Tech giant Amazon kicked off its third annual year of Prime Day on July 10 and has since reported the biggest sales day in company history. They experienced a sales increase of more than 60% compared to last year. Crazy, huh? What’s…

Turn Smart Shoppers into Brand Advocates

Discovering a new company has never been easier. When researching an idea or looking for inspiration, my first stop is Google search. More often than not, I find plenty of guidance from those who’ve gone before. Plenty of suggestions, warnings, and opinions — albeit from complete strangers — are always close at hand. This has become such a reliable method…

The Mobile Survey Experience

Whether you fall into the category of “I can’t be without my phone for a minute” or “I have a phone, but really only use it for quick calls or in case of emergency,” you are likely part of the 95% of Americans who now own a cell phone. According to the Pew Research Center, “Americans today are increasingly connected…

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…