A Harvard Business Review poll noted that the most critical part of customer satisfaction is reducing customer effort.

Continue reading “HBR Poll: Offering the Best User Experience is Powerful”

There’s no denying that technology has changed the way that people communicate, for better or worse.

Continue reading “How Messaging Has Transformed Customer Service”

Most people who have a smartphone utilize it for more than just phone calls.

Continue reading “Studies Show Mobile Banking Apps are Among the Most Popular”

There are reasons why banks and other financial institutions are adopting mobile-based platforms for their customers: It fosters a sense of closeness that has been lost in the business of the modern world.

Continue reading “How to Build Community With Text Messaging”

Shep Hyken of Forbes points out several ‘frightening statistics’ in the world of customer service — something that all leading businesses must master at one point or another. In his piece, Hyken’s focuses less on the impact of customer retention and more on the monetary impact of poor customer service.

Continue reading “Why Poor Customer Service Costs Billions and How to Fix it”

Over the last decade, banking technology has expanded rapidly with the growth of several new communication channels to improve the user experience. And the expansion of these new digital cross-channels can be attributed to a single group — Millennials.

Continue reading “Why Financial Institutions Must Expand Omnichannel Services”