Meaningful customer interaction is the foundation of a personalised customer experience. However in the Insurance industry this can be a challenge. Unlike other sectors such as Banking, Insurance typically involves less interactions and conversations with policyholders which can result in a more generalised experience from the customer’s point of view. For an industry recognised as being “data intensive”, this might seem contradictory. Yet it is important to distinguish the data used to calculate statistical risks from the individual customer data which can be leveraged to strengthen customer loyalty and retention. In addition, policyholders are subscribing to products based on a need rather than desire or choice.
The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.
Your contact centre is the strategic hub of your customer relationships. It is often the main point of contact for your customers and represents an important step in building a relationship with your business. Of course, when handling a large number of customer queries, complaints and resolving a variety of issues, there is potential for a less than perfect experience.
In June of this year, Forrester unveiled the results of its 2018 Customer Experience Index (CX Index) which studied more than 110,000 online adult consumers and 287 brands across 19 industries in the United States. The study is used to identify the impact of a brand’s customer experience in nurturing customer loyalty.
Personalised photos always make a delightful gift for friends and family, and during the holiday seasons (Christmas, Easter, Valentine's Day, Mother's and Father's Day), the demand explodes. For PhotoBox, the European leader in customisable photo products with 30 million customers across 12 countries, these periods are critical in terms of turnover.
We are excited to announce our new partnership with Decathlon Pro, the professional equipment and gear subsidiary of popular French brand, Decathlon.
In today’s competitive market, simply meeting customer expectation doesn’t go far enough: you need to exceed expectations by delivering a service which stays in the mind and builds trust with your brand. The simplicity of making people feel good is an often forgotten feature of customer service.
Satisfying your customer needs is not enough in today’s competitive market. Customer expectations are rising and only by exceeding these expectations can you elevate your brand above the competition. In a business world driven by technological advances, it is important to maintain a human connection in order to stay engaged with your customers. A happy customer can have an enormous effect on brand image through positive promotion by word of mouth and recommendation. When a brand taps into a customer’s emotional side, creating experiences that remain in the memory, brand loyalty is born and this can be a priceless commodity.
The 15th May saw the Call Centre Management Association’s (CCMA) annual UK National Contact Centre Awards, which brings together professionals from the contact centre industry to recognise their achievements and dedication to excellent customer experience.
The proliferation of omnichannel customer service in recent years has transformed the world of brand-consumer interactions. Phone conversations remain synonymous with customer service, yet today customers can also communicate via text messages, email, social media platforms and even purpose- engineered customer service chatbots.