Category: Industries


Category: Industries
West Corporation

Posted on December 12, 2017 by West Corporation 


15 Stats That Show How Mobile Shopping is Shaking Up Retail

By Emily Bannick, Director of Client Services

Whether you’re looking for a Christmas gift or just treating yourself, mobile shopping has definitively changed the face of retail.

Consumers have shifted from shopping primarily in brick-and-mortar stores to buying their goods and gifts online. And now, another change is occurring as customers bypass their laptops in favor of mobile shopping on their smartphones. Read More >

West Corporation

Posted on November 2, 2017 by West Corporation 


4 Factors Increasing Call Volume at Your Business (and How Proactive Communication Can Help)

By Tyler Weaver, Director of Sales

A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business. Read More >

West Corporation

Posted on October 6, 2017 by West Corporation 


3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >

West Corporation

Posted on September 21, 2017 by West Corporation 


How to Communicate During Emergencies

By Chandler Harrison, Account Development Executive

Surprises are best reserved for birthday parties and bouquets. When disaster strikes, customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call.

Failing to adequately communicate during emergencies means risking potentially irreversible damage — starting on social media and ending at the bottom line.

Read More >

West Corporation

Posted on September 14, 2017 by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

By Darren Thraen, Director of Sales, Utilities

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >

West Corporation

Posted on September 7, 2017 by West Corporation 


Top Ways Utilities Use Customer Data to Improve CX

By Jody Kistaitis, Director of Sales

The world runs on data. Data drives sales, justifies infrastructure improvements and provides a visual measure of success. And utilities can even use customer data to improve customer experience (CX).

Your company has data on everything. You know how many kilowatts you produce every month; you can predict volume; and you can use that data to suggest fair rates and important upgrades.

But how are you using customer data to reduce cost and improve CX? Read More >

West Corporation

Posted on September 5, 2017 by West Corporation 


4 Ways Utilities’ Payment Process Can Improve Customer Experience

By Jody Kistaitis, Director of Sales

As much as utility providers may try to create exceptional experiences for their customers, one factor often gets in the way: payments. No one likes to see a bill in the mail, but with the right messaging, your payment process can improve customer experience (CX).

When everything goes right, utilities have little contact with their customers. That’s why every piece of your business’ communication ecosystem must work together to provide great CX. Of course, that includes billing messages. Read More >

West Corporation

Posted on August 25, 2017 by West Corporation 


How to Prepare Customers for a Storm

You can’t control everything in business, but you can prepare customers and control how you respond.

When the weather starts causing trouble, the problems may not be your fault, but your customers will be looking to you for answers. And proactive communication will go a long way. Read More >

West Corporation

Posted on August 24, 2017 by West Corporation 


CX for the Self-Service Generation

By Ben Page, Director of Sales and Customer Experience Strategist

From schools to corporations, you can find people buried in their smartphones. The ability to work, ask questions, shop, check finances and share your every thought on a mobile device has become the standard.

Technology is often blamed for widening the generational gap, but that same technology has created a new generation altogether: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >

West Corporation

Posted on August 23, 2017 by West Corporation 


Immunizations: A Shot In The Arm For Retail Pharmacy

This article originally appeared in Chain Drug Review, August 7, 2017

By Robert Dudzinski

Retail pharmacies need to maximize the full value of a key revenue stream: immunizations. While most pharmacy chains offer flu shots, the continued development of vaccines along with their expanded indications will be an important driver of revenue, customer loyalty and health outcomes. It will also improve the persona of pharmacy as an important provider of health care services to their customers.
Read More >


West Corporation

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