Greg Ablett, a senior vice president at West, explores the vast customer experience (CX) opportunities that machine learning is opening up in the competitive, security-centric world of banking in his guest blog post for ABA Bank Marketing:
“Machine learning has great potential to improve the CX at today’s banks by taking advantage of the data already at their disposal. When deployed correctly, this technology can predict and actively address customer questions and concerns before they arise. As a result, customers can dodge common annoyances like navigating unwieldy banking websites or complex phone support menus. Let’s look at interactive voice response (IVR) as an example…”
Click here to read Greg’s entire discussion.
Olympic athletes like Michael Phelps or Usain Bolt make their respective talents seem simply effortless don’t they? The reality is that the world’s best honed their crafts through lifetimes of dedication. But they all started somewhere.
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When a shirt doesn’t fit quite right, or the cable bill is steeper than in the past, customers expect reliable communication to rectify the inconvenience. But what if a person’s well-being depended on a brand’s ability to deliver timely interactions? Often, keeping customers connected is not only a luxury, but a necessity.
That was the case when a devastating flood hit West Virginia and an entire community was left without power and easy access to the pharmacies on which they relied for essential prescriptions. In the midst of this disaster, one pharmacy opened a mobile pharmacy to ensure folks in need were able to get their medications. Read More >
Every brand is unique, every division within a business is unique, and each customer reaching out to each division is particularly unique.
It’s easy to see: With unique goals and preferences, customers don’t want to be “talked at.” They want to be heard.
Implementing a communication strategy without an inside look at their wants and needs is like convincing a toddler to eat broccoli because “it’s good for them.” Read More >
Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.
Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >
Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:
… While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy…
Gordon highlights three big moves organizations can make to address this struggle:
- Evaluate where you are and where you want to be
- Identify gaps in communication between the two
- Prioritize next steps based on mutual value to the brand and customers
Click here to read the full article and dive into each step.
It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.[i] Furthermore, it’s predicted that mobile commerce will account for almost half of all e-commerce by 2018.[ii] Seasoned Silicon Valley gurus have even asserted a probable P.C. extinction as a result of the increasing functionality of mobile devices. Read More >
When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer experience. (There’s a worksheet below to help you get started.)
Imagine a day in the life of a typical American consumer… Read More >
By Sean L. McCarthy
The next time you go in for your check-up, look at your doctor’s office, and see some of the little changes that have sprouted up in the past few years. Free wi-fi for moms, dads, and busy students. Nurses may be toting around tablets instead of clipboards. And once you get your prescription, you can fill it in the same building… and get a skinny, 20-ounce latte with a double shot of espresso while you’re waiting for your medication to get filled.
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By Doug Thompson, Director of Product Management and Development, West Interactive
The customer service formula of yesteryear fades further into obscurity every day. Wait for a customer to become agitated, take their call, and then play damage-control. This didn’t jibe with customers even when landlines were the norm, and it’s simply unacceptable now — especially while Joe Schmo compares his interaction with an electric company to Zappos’ swiftness earlier in the week.
We get it: In an industry where unforgiving circumstances dictate all, creating a consistently rewarding customer experience can feel a lot like bailing water out of a sinking ship. Read More >