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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...

4 Requirements for Customer Self-Service Technology

Customers expect quick, accurate answers to their questions about your product and services. Whether they look it up on the web, contact your call center, visit your Facebook page, or shop at a brick-and-mortar location, delivering consistent, thorough, and accurate knowledge is critical. Customer self-service capabilities provide your customers with the ability to get immediate...

Subway Social Media Snafu

This article over at FoxNews.com, "The case of the missing inch: Why don't all Subway 'footlong' subs measure up?" demonstrates a perfect example of a customer using a company's social media page to cause problems. Below is an excerpt from the article: "What's in an inch? Apparently, enough missing meat, cheese and tomatoes to cause an uproar. Subway, the world's largest...

3 Tips for Using Social Media in Healthcare Customer Engagement

Customer communications have dramatically evolved over the last decade. As a result, healthcare customer engagement has evolved too. Social media is now an essential part of a healthcare firm's overall communications strategy. Effectively engaging your customers online now goes far beyond encouraging them to visit your website. Patients can now recommend you, review your services,...

2013 will be the year of Total Customer Engagement

In his article over at fourthsource.com, Felix Velarde posits 2013 will be the year of Total Customer Engagement. You should click over to read the entire piece, but there are a few points I wanted to highlight that we at USAN think are spot-on accurate. "Most companies today have a web strategy, which may include e-commerce. They...

Customer Self Service Goes Mobile

One of the big trends throughout 2012 in technology was the explosion of smartphones and tablets. These smaller devices allow consumers to access the internet from anywhere. Cutting edge companies are taking advantage of this surge to provide mobile apps that allow for customer self service. Helping the customer self serve improves productivity as well...

Skills-Based Routing Leads To Effective Customer Engagement

Improvement of the customer service experience is a never-ending challenge in today's call centers. Due to the increased number of agents and the handling of a wider variety of calls in multiple languages and support areas, customer engagement is often compromised. This leads to dissatisfaction and disappointment in overall service. However, one concept that can improve upon...

Successful Organizations Build a Customer Engagement Culture

This is the age of the customer, according to the 2012 Forrester white paper, “The Evolution of the Customer Engagement Agency” and they “expect relevant content and offers to be available when and where they want them.” The specific findings indicate: Customer-obsessed companies deliver a seamless, coordinated, consistent experience from call center to website to...

Customer Engagement = Building Meaningful Relationships

Meaningful customer engagement doesn’t happen in a bubble. It means building the type of customer relationships that lead to a deeper understanding of their needs and goals to attract, satisfy, and retain them. A large part of this development falls on the shoulders of your employees. Naturally, this begs the question: what are you doing...

Customer Self Service - All the Right Options

Today's customers have more technology available to them than ever before and expect to be able to access information quickly. This is why more and more businesses are turning to customer self service portals and why more and more customers are coming to expect a self-service option. Having a self-service portal allows customers to check...

Good first impressions: How customer experience impacts customer loyalty

You offer an incredible product or service. You've worked hard to build your company's reputation and gain new customers, while keeping operational costs reasonable. Unfortunately, a customer just had an awful experience during an interaction with your company, and they have no intention of using your product or service again. Even worse, your current methods...

Why Your Business Needs A Customer Engagement Strategy

A customer engagement strategy is about more than bells and whistles. It's about creating an interaction between your brand and your customers. This increased interaction allows your business to become more than a product or service; it becomes a part of your customer's social channels, their peer groups and your brand will get integrated into...

Call Center Software Provides Customer Service Metrics

Ashley Furness, a CRM Market Analyst at Software Advice, points out that Zappos founder Tony Hsieh's book, Delivering Happiness, offers great examples of modern day customer service that few companies have heeded. “Take a look at your performance metrics. Is time-to-resolution an important indicator? What about call time?” There are three main performance metrics that your business...

Customer Service Metrics are Not Customer Experience Metrics

A customer calls your company. They’re deflected or handled or even converted. But are they satisfied? According to a February 2012 International Customer Management Institute article, “Call Center Metrics vs. Customer Experience Metrics: The Critical Difference,” customer relationship expert and CEO Mary Murcott suggests that customer service and customer experience are worlds apart. And so...