Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. Quite a lot, it turns out. And the proof is in the NPS data.

Banking 383

Banking Telecommunications Consulting Consulting 383

Customer Guru

APRIL 10, 2018

Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. He has also launched his personal portal www.delightingcustomers.com with the sole objective of helping organizations develop their business with the philosophy of ‘Sales Heaps but Service Reaps’.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. For example, not so long ago, people didn’t want to migrate to online banking. However, online banking has proved to be helpful to society. Technology is Already Sharing Information about You.

Airlines 354

Airlines Banking Technology Customer emotions 354

Noble Systems

OCTOBER 22, 2018

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture. X Bank made it easy for me to handle my issue/request.

Banking 48

Banking Gamification Customer centricity Surveys 48

Beyond Philosophy

FEBRUARY 25, 2016

As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender.

Banking 199

Banking Consulting Consulting Advertising 199

Beyond Philosophy

MARCH 31, 2022

The Federal Reserve Bank (the Fed) in the U.S., I have an example that highlighted the problem of inflation for me at a personal level. These firms use the present inflationary environment as an opportunity to raise prices. How you present the price increase is a crucial part of managing this problem for your organization.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. The bank has invested in a digital transformation of its contact center to provide exceptional service to its clients.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

Beyond Philosophy

FEBRUARY 28, 2016

In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant. It’s also about giving stakeholders a personal investment in the organization and its ongoing success.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 19, 2019

I have been consulting on Customer Experience since 2002. The UK CSI has companies routinely appearing in the top 10, like Amazon, John Lewis (which is like Nordstrom), Next (a retailer), the bank First Direct and Nationwide. The Fly in the Ointment Regarding Personal Context. It isn’t about technology versus people.

Big data 283

Big data Consulting Consulting Customer Experience 283

ijgolding

JULY 14, 2017

You are a lifelong customer of Locality Bank. Your parents took you in to the bank open your first account when you were a child, and you remember how you felt when a moneybox was presented to you as a thank you. Your dealings with the bank over the years have always been consistent, efficient and straightforward.

Journey mapping 109

Journey mapping Customer Experience Banking Airlines 109

Beyond Philosophy

MARCH 12, 2022

Also, like your personal relationships, they can weather a little bad news without ending them. To begin with, we borrow from a concept in Stephen Covey’s 7 Habits of Highly Effective People called the Emotional Bank Account. An Emotional Bank Account is a lot like a regular bank account where you make deposits and withdrawals.

Banking 39

Banking Construction Consulting Consulting 39

Interactions

SEPTEMBER 8, 2023

Just like a real person. They get to do higher-value work now that their AI personal assistant is handling the routine and repetitive stuff. The collaboration we have is consultative. 3,780 times per month Interactions IVA is asked “are you a real person?” Sounds smart, doesn’t it? We’re not just a vendor.

Customer Service 62

Customer Service Self service Contact Center Banking 62

CSM Magazine

JANUARY 8, 2024

Here’s why it could be a smart move: Job Guarantee: Consumer services provide robust job security due to their essential nature in daily life, like healthcare and banking. Flexibility: Many consumer services jobs offer flexible hours, and accommodating personal schedules. What are your objectives?

Healthcare 52

Healthcare Real estate Education Banking 52

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. Joe heads Coca-Cola’s 300+ person Inside Sales and Service team and serves as Site Manager. Business Partner and Owner, The LAMA Training by McKee Consulting.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Creative Virtual

DECEMBER 8, 2022

Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. This honour means even more as we prepare for the upcoming launch of the next innovative release of our V-Person technology.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

The Petrova Experience

APRIL 22, 2021

Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service. We present this question with the understanding that investment in transformation is a significant financial risk, and a real disruption. Banking Experiences. Digital is personal.

Customer Experience 59

Customer Experience Banking Self service Entertainment 59

Comm100

MARCH 2, 2022

Credit unions are not-for-profit and are owned by the people who use its services – their members – rather than shareholders or investors like banks typically are. This means that while making a profit is a bank’s priority, credit unions’ overriding goal is to provide the best service to their members. Future members are digital-first.

Chatbots 52

Chatbots Banking Personalization Wait times 52

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Training and certification.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Callminer

APRIL 21, 2020

Customer service is about finding a balance between efficiency and personalization…”. One of the best call center leadership activities that helps address efficient and personalized support is to run a report on the most frequently asked questions to make sure your team is up to speed. And this goes both ways. Joe Bailey.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JULY 31, 2023

But that’s not all – we’ll also explore how intelligent call routing and customer data integration create personalized interactions that leave a lasting impression. A financial query at a bank differs vastly from a technical issue at a software company.

Wait times 52

Wait times Telecommunications Call Center CRM 52

NobelBiz

APRIL 3, 2023

Provide customers with a more personalized, efficient experience. PRO TIP: NobelBiz can help you remain compliant with all the present and future regulations both at the state and federal levels. As a result, the banks cut costs by reducing the number of agents needed to handle customer calls. Learn more here!

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

CSM Magazine

AUGUST 31, 2020

How often have you called a large bank, cable company or other megacorporation only to be handed off from one department to the other? Every agent then refuses to take accountability for the problem their company created and passes you from one person to another. Frustrated, your anger grows as you explain the situation multiple times.

Customer centricity 52

Customer centricity Automotive Banking Technical Support 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

ClientSuccess

JUNE 19, 2019

It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Personalized Offers Lead to Loyal Customers. Shocker, right?

Customer retention 73

Customer retention B2C Entertainment Consulting 73

SmartKarrot

OCTOBER 12, 2022

Ensure the team understands and presents the product roadmap to Clients, articulating how those investments translate to business value. Provide primary point of contact support for bank channel relationship managers. Help clients operationalize testing and personalization best practices across multiple channels.

Best practices 19

Best practices Consulting Consulting Government 19

Help Scout

APRIL 27, 2021

How to wow your customers You don’t need to break the bank to create meaningful experiences. After all, my personal experience and the dime experiment show that something as small as a dime or a cookie can have a considerable impact. In customer service, “surprise reciprocity” is the name of the game.

Consulting 117

Consulting Consulting Upselling Banking 117

Natalie Petouhof

AUGUST 15, 2022

Effecting change is challenging enough in our personal lives, when we have only our own actions and goals to contend with. The transition requires the effort, but also presents the opportunities that will increase your chances of success, such as informational interviews with employees to understand what isn’t working.

Scripts 52

Scripts Banking Customer centricity Chatbots 52

GetFeedback

APRIL 17, 2019

However, the difficulty with communication automation is staying personal with the customer. To do that, let’s turn to the biggest players on the market of customer service solutions as presented by The Forrester Wave report – Salesforce, Oracle, and Dynamics 365. * No one enjoys getting cold and indifferent replies, even if they help.

Customer Service 102

Customer Service CRM Self service Gamification 102

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Presented in a step-by-step, interactive format, agent scripts built with Zingtree guide contact center reps through every step of a call, so they always know exactly what to say (and when to say it). James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ijgolding

JUNE 27, 2017

Are you going to want to talk to that person? Communication within organisations is to a captive audience, professionally bound to listen – or at least fain interest (I know I’ve dutifully clapped many a sleep inducing presentation). No – who wants to listen to somebody talk incessantly about themselves?

Government 53

Government Banking Consulting Consulting 53

Beyond Philosophy

MARCH 24, 2022

Back in 2002, I founded my global Customer Experience consultancy, Beyond Philosophy, I fancied myself an influencer on Customer Experience, and I was. Another example is the pens in brick-and-mortar bank locations that often have chains attached to a bar. At the retail level, you might consider how you present your store.

Consulting 39

Consulting Consulting Banking Personalization 39

CSM Magazine

AUGUST 31, 2016

The leader’s job is to match the opportunity to the person and to help the person-and the organization-exploit the opportunity for all it’s worth. Envision the desired results: Have a clear picture of the desired benefits that given opportunities present for the employees and the organization. About the Author.

Banking 40

Banking Consulting Consulting Personalization 40

Global Response

FEBRUARY 13, 2022

little to no overhead and office costs, no traveling to visit the center in person, etc.) With agents on personal devices or personal WiFi systems while also accessing sensitive consumer data, the risk of a security breach grows. This is sometimes known as a virtual call center. Onshore vs. offshore, nearshore and homeshore.

Call Center 62

Call Center outsourcing virtual call center Bilingual agents 62

Nicereply

APRIL 8, 2021

Looking to give your emails and macros a little bit more depth, personality, and thoughtfulness? Sending angry customers a personalized email that is crafted with care and concern shows your sincerity in solving an issue, addressing their concerns, and providing a solution with the hope of retaining customers with positive feelings.

Customer Service 88

Customer Service Feedback Banking Surveys 88

Taylor Reach Group

JUNE 13, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Comm100

JUNE 30, 2016

In the recommended course presented by the University of Kyoto , students will delve into several academic disciplines (including anthropology, sociology, and philosophy), in order to understand customer service as a cultural phenomenon that teams can consciously manipulate to their advantage. Image source: The Training Bank.

Customer Service 58

Customer Service Banking Education Scripts 58