In the News
Retailers are bending over backwards to meet the growing demands of today’s ever-connected consumer; however, most are still coming up short. The traditional rinse-and-repeat practices — slashing prices, offering free shipping and promoting exclusive products — aren’t winning over fickle consumers or helping gain a leg up on the competition.
UMB Bank is channeling its inner Apple to encourage more of its customers to use online and mobile banking. The Kansas City, Mo., bank has begun designating tech support specialists in its branches whose job is to help customers understand and use digital services like mobile deposits and online bill pay.
Today’s interview is with Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to reduce the affects of ‘showrooming‘.
If your bank is driving you crazy, you’re not alone. According to a report from consulting firm Capgemini, more than half of customers say they might switch banks over the next six months, and 10 percent say they are “likely” to make the shift. The reason, according to the report, is poor customer service. Happy customers don’t shop around for a new place to store their cash.
The future of customer service is scary and rewarding at the same time. It's scary because the machine will know everything about you. It's rewarding because shopping will become much easier as the machine makes more decisions about your life.
Better software to manage the customer engagement process — whether it's by phone, mobile device or website — is the key to better customer success. TimeTrade’s Responsive Customer Engagement helps companies manage the process of customer engagement as well as track and analyze it.
Don’t expect big, sweeping leaps in credit union mobile banking apps this year. That’s the consensus opinion of credit union and industry experts who indicated that 2014 is likely to be a year of small upgrades.
Needham Bank announced Tuesday an update to its website that lets consumers book appointments with in-branch bankers. It's part of a bid to make the Massachusetts community bank more accessible. Click to read the full article.
Shoppers are focused on the customer experience – determining how well they trust the brand and more importantly, the sales associate assisting them to find what they need. Hesitant shoppers present a huge opportunity for retailers to win them over, now that the price-matching has leveled the playing field.
Much has been said about technology driving a wedge between retailers and their customers. But it can also personalize customer service, enhance the shopping experience and increase customer loyalty and sales.