ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. Some might say it was a simpler time with a more personal touch, and in some ways they would be right.

Customer Experience 291

Customer Experience Banking Technology Consulting 291

ShepHyken

OCTOBER 21, 2024

By having a purpose beyond making money, businesses can connect with people on a more personal level. Plus, Derek talks about eBay’s innovative AI solutions to support employees and customers. .” We are called to be much more engaged in a way that is not programmatic but in a way that is person-to-person.”

Customer Experience 220

Customer Experience Self service Banking Wait times 220

ShepHyken

NOVEMBER 2, 2018

In 2010, the boys over at Apple released Siri that astounded the world because for the first time you had a super-commercial chatbot/personal assistant that was so easy to have the mass market adapt to. Shortly, there were websites and businesses take advantage of the myriad of functionality that chatbots were providing to customers.

Chatbots 243

Chatbots Personalization Healthcare Government 243

Call Center Weekly

SEPTEMBER 11, 2018

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. It's truly my pleasure."

B2B 235

B2B Customer Experience B2C Banking 235

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. If someone told you the customer service at a bank was incredible, you would only think positive things.

Banking 307

Banking Customer Service Customer Experience Personalization 307

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Live engagement sets customers at ease. Attention to Detail. Analytics are more important than ever.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . She knew the clothes were the stars of the show, but she also wanted to add some personality to the moment. Tyra Banks was still a supermodel after her “flamboyant moment.”

Banking 374

Banking Contact Center Customer Service Customer Experience 374

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Facial recognition identifies you, the person. Get Used to It.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. However, this part isn’t relevant to customers. Forming an attachment is vital, here, establishing an Emotional Bank account. Brands have personalities. Adventuresome?

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

SEPTEMBER 2, 2019

Customer loyalty is more than automatic or indifferent behavior. Understanding Customer Loyalty and the secrets to creating it is vital to your Customer Experience. We discussed the two secrets to Customer Loyalty in a recent podcast. The customer may still shop with you, but not because of loyalty.

Banking 352

Banking Accountability Customer Experience Consulting 352

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken.

Customer Experience 200

Customer Experience Banking Analytics Technology 200

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. However, customer loyalty necessitates thinking long term. Wells Fargo is a big retail bank in the U.S. I wrote a book in 2007 called The DNA of Customer Experience: How Emotions Drive Value.

Airlines 432

Airlines Banking Accountability Customer centricity 432

ShepHyken

NOVEMBER 29, 2016

Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.

outsourcing 326

outsourcing Banking Customer Support Customer Service 326

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. Their job is to help calm Customers down, and then help them better understand their insurance policy.

Employee engagement 414

Employee engagement Call Center Banking Management 414

TechSee

APRIL 17, 2022

Your bank details are on file so you should see a deposit from us in the next 24 hours. ” The Modern Call Center Customer Journey. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Beyond Philosophy

FEBRUARY 21, 2016

Consumer financial service industries, such as banking, investments and insurance, are sectors where trust and confidence play a particularly important role in key elements of the customer life cycle: selection, loyalty, and defection. Retail banking, in particular, has seen both success and failure because of customer trust.

Banking 170

Banking B2C B2B Consulting 170

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. They include: Personalization. Resolution.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 401

Customer Service B2C B2B Customer retention 401

Beyond Philosophy

MARCH 31, 2020

Whilst, you can’t expect in times like these, an outstanding customer experience, I had a super easy and cost-free experience canceling a number of trips with some organizations and a very difficult experience with others. But there are other, not-travel related customer experience shambles too!

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 186

Customer Experience Banking Transportation Entertainment 186

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. “According to an interview with Bank Info Security, Jerry Silva – an analyst with International Data Corp.

Call Center 345

Call Center Banking Contact Center Accountability 345

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Employees become productive and happier, focusing on providing better customer experience. Shep Hyken. Data is a cost.

Customer Experience 227

Customer Experience Telecommunications Technology Banking 227

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 88

Banking Customer Experience Big data Chatbots 88

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is.

Customer Service 220

Customer Service Banking Enterprise Customer Experience 220

ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. Once the customer service representative came on the call, Cindy briefly described the problem. Total time to get to a person that was capable of resolving the problem was 41 minutes. So, what was the cost to the bank? Shattered customer confidence.

Banking 263

Banking Accountability Customer Service Personalization 263

Beyond Philosophy

MARCH 26, 2022

This episode focuses on how you can manage the current economic environment without destroying your Customer Experience. And what does that mean for your customer experience? Key Ideas to Improve Your Customer Experience. It might surprise you to learn that the Federal Reserve Bank (the Fed), the U.S.

Customer Experience 39

Customer Experience Consulting Consulting Banking 39

ShepHyken

DECEMBER 5, 2018

I recently talked to an executive of a bank, and he mentioned it was a big problem. Cumbersome technology: Hard-to-navigate websites drive away customers. Not being able to talk to a person: This is also frustrating. Some companies make it hard to get to a person. This is the person in charge of eliminating friction!

Advertising 319

Advertising Banking Personalization Technology 319

Beyond Philosophy

APRIL 5, 2017

By accepting responsibility, the CEO had to show remorse for the way it didn’t handle their customer accounts responsibly. In their apology to their customers, they expressed deep regret to the Senate Banking Committee. When apologizing to a Customer, you should do more than mend fences.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied.

Customer retention 96

Customer retention Banking Feedback Personalization 96

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Even in the digital sphere, clients value a personal touch.

Banking 119

Banking Chatbots Contact Center Virtual Agent 119

Talkdesk

SEPTEMBER 4, 2020

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere.

Banking 114

Banking Contact Center APIs Cloud contact 114

Beyond Philosophy

NOVEMBER 13, 2017

Burton conducted an experiment where he showed people pairs of faces and asked them whether the two faces were the same person. Employees Who Recognize Faces Can Improve the Customer’s Experience. This has serious implications for customer experience. Is a “Human Free” Experience the Future?

Consulting 334

Consulting Consulting Banking Customer Experience 334