2 Feb 2019

How to balance customer convenience and security in financial services

“Customers don’t benchmark us against banks, they benchmark us against Uber and Amazon.”  – Hari Gopalkrishnan, client-facing technology CIO, Bank of America Customer journeys in financial services have come a long way since the biggest “option” was visiting an ATM. Consider a task that starts with the question, “Alexa, ask Capital One what’s my payoff…

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1 Jan 2019

How trust translates into dividends for your business

This quote from the Harvard Business Review resonates with me: “When trust goes down (in a relationship, on a team, in an organization, or with a partner or customer), speed goes down and cost goes up.” The good news, as the article notes, is that with increased trust, costs decrease while speed increases – resulting…

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1 Jan 2019

Are you ready to increase your contact rates by ten percentage points?

It’s 6 o’clock on a Thursday evening. Do you know where your best outbound sales prospects are? Here’s the key challenge: Your telemarketing conversion rates are only as good as your contact rates. The industry standard for connecting with potential buyers is approximately nine percent. Now, how much of a boost would your bottom line…

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12 Dec 2018

The iceberg that’s killing so many customer conversion rates

An HBR study concluded that customers with whom you strike an emotional connection create double the lifetime value for a brand. So what would raising your net promoter score (NPS) by 30 basis points mean to your business? The price of conversion – especially as it comes to right-shoring – determining your ideal combination of nearshore/offshore/onshore capabilities, frequently…

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11 Nov 2018

Will coopetition be your next big CX move?

We’d all like to know what tomorrow’s customer experience (CX) might look like. Consider this ever-relevant quote by Bill Gates: “We always overestimate the change that will occur in the next two years, and underestimate the change that will occur in the next ten. Don’t let yourself be lulled into inaction.” As the world watches…

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10 Oct 2018

Why you can’t afford to ignore this customer-value rule

Sales leader are well versed in how to calculate the lifetime value of a customer and how enormous this number can be.  A notable example is the Ritz-Carlton Hotel Company, which calculated that the lifetime value of a customer was so high that they should be doing everything in their power to please each one of their customers….

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