Building a Collections Strategy Like the Six Million Dollar Man… Better,...
“Gentlemen, we can rebuild him. We have the technology. Better….stronger…faster.” Anyone remember that one? If I inserted the theme song you might. It’s one of my all-time favorite TV shows: The...
View ArticleHave You Cracked the Customer Loyalty Code?
In a recent blog post titled Converting Loyalty into Economic Advantage, Bain gives us very helpful insights on how to achieve growth through customer centricity. In particular, Bain shares with us the...
View ArticleReach Out – I’ll Be There! Why Being Proactive Pays Off
Like many people in the era of pervasive mobile technology, I maintain a love/hate relationship with my wireless Internet service provider. In fact, it is fair to say that our relationship is...
View ArticleTake Control of Your Outbound Customer Contact Strategy
From a customer’s perspective, there is often a fine line between being sent a reasonable number of communications from companies they do business with versus receiving a gluttony of repeat contact...
View ArticleImprove the Customer Experience with IVR: 4 Tips for Medical Providers
No one wants to spend time in the doctor’s office, but I have a four small children and it seems this past winter I spent days of my life there. But what makes the visits more tolerable as the staff...
View ArticleDelight Your Customers and Save Money with Proactive Care
Did you know that 84% of businesses are interested in providing proactive and personalized customer communications? And that the majority of consumers welcome receiving timely messages and reminders...
View ArticleIncrease Collections Revenue by 20% with Speech Analytics
Today’s collections organizations need to leverage every tool available to help drive revenues and minimize the exposure to risk. So, where is the most logical place to look to improve? Its starts with...
View ArticleSmart Customer Surveys Lead to Smart Business Decisions
During the holiday season, retailers see an influx of shoppers in-store and online, but that is likely just the beginning of your customer engagement. For every new electronics device purchased, there...
View ArticleMoving From Random to Designed Customer Journeys
Delivering great customer experiences is critical to your business. With digital transformation radically changing customer expectations and increasing the ways customers connect to your business, you...
View ArticleLessons from Amazon: Jump Start Your Customer Experience with Proactive...
To my dismay, when my running shoes outran their natural lifespan, I discovered Brooks no longer made the model I had purchased for years. I didn’t want to spend an hour or two trying out new shoes in...
View Article3 Ways to Connect to the Mobile-First Consumer
The rise of the “mobile-first” consumer has been explosive, and today’s mobile ubiquity has resulted in meaningful changes to how people communicate. Take a look around you. Your family, your...
View ArticleTCPA Compliance Improves Customer Experiences
Have you ever considered how the notifications you receive from businesses help simplify your life? Have you noticed the notifications can make your customer experiences positive and proactive rather...
View ArticleSet the Trajectory for Incredible Banking Customer Journeys
What can a NASA rocket scientist teach bankers about customer service? An understanding that setting a trajectory is 3% of the work while the other 97% is about course correction. The demand for course...
View ArticleDo You Need a Credit Check On Your Outbound Customer Engagement?
Every day I hear a tempting commercial about the power of having the “greatest credit card” in my wallet. Like many, I rely on the purchasing power of my credit card to live life, from taking my family...
View ArticleLearn From Gartner: What Are the Critical Capabilities for Your Contact Center?
The digital revolution has fueled an increase in customer expectations around customer service. Increasingly, customers expect to reach a business over the channel of their choice, any time of day or...
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