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Financial Services Customer Engagement Means Customer Empowerment

These days, consumers are more wired in than ever before through the internet and mobile technology. Consumers have become used to having any inquiry answered immediately and information delivered upon request. Increasingly, today's consumers seek empowerment through a variety of self-service options in everything from healthcare to paying bills. Nowhere is this trend more evident...

Listening to the Voice of the Customer speaks volumes in ROI

As the economy begins improving, you are probably seeking tools to solidify your customer base and reach out for new business. Your existing resources in doing all that are most likely the usual eclectic mix of experienced people, backed up by an array of computer hardware and software that runs everything. In all those parts,...

The Voice of the Customer is Clear: It's Our Way or the Highway

“The ear of the leader must ring with the voices of the people.” —Woodrow Wilson, speech at the University of Tennessee (June 17, 1890) Corporations are learning and practicing this truth today in larger numbers.  The concept of the “Voice of the Customer” (VoC) is the 5th largest trend in Customer Experience, according to Kate...

How do I do "customer experience?"

Before we can address the question “How do I do customer service?", we first have to define some terms.  According to Harley Manning at Forrester, customer experience is defined as "How customers perceive their interactions with your company."  He further defines an interaction: "It’s when you and your customers have a two-way exchange." If we...

How Emerging Channels Can Improve the Customer Experience

USAN has teamed up with ICMI (International Customer Management Institute) to find out how call centers are using emerging channels to improve the customer experience. Be one of the first 200 participants and receive a $5 Starbucks gift card! Take the survey now!

Fight or Flight: Voice of the Customer and Why it Matters Most to Healthcare Customer Engagement

Let us say that, for whatever reason, your customers feel dismayed about the service they have received from your business. Let us say that your customers take it as personally as the negative experience can possibly be taken. Consider for a moment the old flight or fight mechanism, a common primal, physiological occurrence in conflict...

Inspire Loyalty and Save Money with Great Customer Self Service

These days, you can buy your groceries, do your banking, check in at the airport, finish your Christmas shopping and even check out your library books all without interacting with another human being. Yet many companies still act under the erroneous assumption that customers prefer live service, when in fact, the opposite is becoming the...

Affordable Care Act Focuses on Healthcare Customer Engagement

With the implementation of the Affordable Care Act taking full effect in 2014, the healthcare industry is taking careful note of who will direct the government's purse. No surprise—it's the customer. Consumer input of their experience and satisfaction will connect nearly one-third of the fed's government value payment program (i.e., bonuses, penalties, and reimbursements to...

Customer Engagement, a Must for Utilities

In the not-so-distant past, the communication between utilities and their customers was minimal and often single-channeled.  A customer would receive their somewhat confusing monthly utility bill in the mail, and the utility would receive their monthly payment.  Thus was the extent of the utility-customer relationship. However, advances in technology along with consumers who expect better...

Process over Premise: Cloud-Based Call Centers

The way a business conceptualizes its call center could be the difference between falling in line or out of sync with a company's long term vision. If process is the underlying functionality of a call center, and premise is the brick and mortar placement (real estate to locate, labor to train, and technology to purchase...

Valentine Hell?! Florists More than Others Know the Immediacy of Poor Social Media Servicing

Last week on Valentine's Day we posted a graphic novel style story, A Customer Engagement Love Story, to depict how a fictitious major florist could provide multi-channel service with the USAN customer engagement platform. On the same day, Business Insider posted this story, Valentine's Twitter Hell For Florist That Failed To Deliver. The article describes how FTD...

How to Provide Customer Service in Social Media Channels

(Updated 2/18/13) Social media impacts companies every day, yet most still don’t have a strategy to integrate it into their core business. Shockingly, many companies still ignore social media service opportunities - and at their own peril. A recent article in Business Insider noted that over 97% of tweets go unnoticed, unread and are not acted upon. This...

Customer Experience: Lost in the Information Shuffle

When I was in first grade, my family moved overseas to Belgium.  While I was away, my elementary school closed and merged with another one.  After several years, we moved back into our old house and I resumed classes at the "new" school.  Even though half the school should have remembered me, and the other...

The Customer Lifecycle: Discover, Explore, Commit, Engage

It’s time to let go of the marketing funnel. According to a new report out from Forrester Research, modern marketing campaigns need to adapt themselves to ways in which today's consumers now make their purchasing decisions. Instead of a linear pathway leading from awareness to purchase, modern consumers now interact with brands via various touchpoints...

Voice of the Customer: Identifying Customer Needs in the Wired World

Voice of the customer (VOC) analysis is a field of study that goes back many years. Since at its core it is about identifying and adapting to customer needs, modern social media has offered an exponential growth in sources for such analysis. In fact it could be argued that we have a non-stop, 24-hour, churning...

Healthcare Customer Engagement Benefits from Framework

Research shows that patients who understand and take action with regard to their own health and healthcare decisions, have better health outcomes and may even have lower healthcare costs. Thus, it is imperative that healthcare providers embrace patient engagement. However, healthcare customer engagement isn’t merely the responsibility of the healthcare providers. Successful engagement requires that...

A Dire Need for Customer Engagement in Financial Services

Consumer trust in financial service companies rose slightly this year according to the Edleman Trust Barometer, but banks and financial institutions still came in last in the business industry category. Only 50% of the 30,000 respondents indicated trust in financial institutions. In contrast, the technology category came in at the top of the consumer trust...

News of the Death of IVR is Greatly Exaggerated

On our own IVR Community hosted by TMC, Tracey Schelmetic asks if IVR is on its way out in her article "Is It Really Time for Sunset on the IVR?" "While the dialer may be here to stay – the expanding application for outbound pre-recorded calls can testify to this – there are some industry...

Social Media is Changing the Healthcare Landscape

As reported at The Brainyard, a new book titled Social Media for Nurses: Educating Practitioners and Patients in a Networked World explores the shifting role of the patient thanks to Twitter, LinkedIn and Facebook, and warns that this phenomenon shouldn't be ignored. Authored by Ramona Nelson, professor at Slippery Rock University, Debra Wolf, PhD, associate professor of nursing at Chatham...

Reduced Hospital Re-admits Achieved with Customer Experience Management

When a patient enters a hospital, it isn't very often that he or she does it alone. Family and community enter right behind. It makes sense, then, that it is not just the patient that needs to have a good experience, but all the family members or friends (community) that accompany the patient. "Accompany" could mean phone...