Beyond Philosophy

MARCH 31, 2015

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface?

Banking 311

Banking Airlines Self service Finance 311

ProProfs Blog

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

TechSee

JULY 24, 2018

This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey. According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

REVE Chat Blog

APRIL 22, 2020

Opinion Research showed that “ 87% of customers prefer businesses with a better reputation.”. Boost customer satisfaction. By being able to solve the complaint before they turn into a disaster for you, helps in customer retention. Handle customer complaints proactively. Identify key areas of improvement .

Omni-channel support 58

Omni-channel support Chatbots Airlines Feedback 58

Customer Relationship Metrics

JULY 26, 2017

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. This results in higher profits, lower costs, higher customer retention and referrals. They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? Did the comparison site or airline double book me? Customer support works better as a team sport. Marketing are just as in control of the customer experience as support teams.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48