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Why Don’t People Answer The Phone Anymore?

08/09/18 Comments Leave your thoughts

Nowadays, when you call someone, you’re more likely to get their voicemail than a cheery voice saying “Hello.” Phone calls used to be the primary way of communicating with everyone from your best friend to your doctor. In recent years, they’ve become less and less common. Not only are people not talking on the phone, they’re not answering calls at all. Here are some of the reasons why. Disruptive and Time Consuming A phone call interrupts what you are doing, and whether you’re at work or at home, it’s distracting. A call can also be time consuming. You don’t know...

Review This: Can You Really Trust Online Reviews?

07/31/18 Comments Leave your thoughts

Online reviews have gained considerable popularity in the past decade. Sites like Yelp have built their entire business around consumer reviews. Reviews are also shown on Facebook business pages, Google reviews and Amazon product reviews among countless others. And the research shows that reviews are incredibly important for a business’s success. For businesses that sell products to consumers, a product with five reviews has a 270% greater purchase likelihood than a product with no reviews. For service-based businesses, increasing their Yelp rating by one star can lead to a 5-9% increase in revenue. But reviews aren’t just important for businesses,...

Let’s Chat- Are Chatbots as Helpful as Companies Think?

07/11/18 Comments Leave your thoughts

In recent years, the usage of chatbots has drastically increased. Bots now account for more internet traffic than humans do. By 2025, the global chatbot market is expected to reach $1.23 billion, an annual growth rate of 24.3%. Chatbots behave as little digital website assistants and can be used for a number of tasks. They are frequently used as a customer service tool, popping up in the corner of a website asking if you need assistance. They are also used as sales and marketing tools, personal assistants on a website, or as digital voice assistants (e.g. Alexa, Siri) Part of...

Improve or Die- Avoid these Customer Experience Nightmares

07/02/18 Comments Leave your thoughts

It has been 9 years since the release of the now-infamous song “United Breaks Guitars.” The protest song detailed the customer experience nightmare singer-songwriter Dave Carrol experienced after United Airlines broke his guitar during a flight and refused to compensate him for it. The accompanying music video, uploaded onto YouTube in July 2009, amassed more than 150,000 views in one day and resulted in a public relations nightmare for the airline. In an increasingly digital age, poor customer service experiences are often posted online, on review sites such as Yelp or on social media sites, particularly Facebook and Twitter. Sometimes,...

This takes too much (customer) effort

06/26/18 Comments Leave your thoughts

In 2010, the Harvard Business Review (HBR) published a now-famous article titled “Stop Trying to Delight Your Customers.” In that article, HBR conducted a study on customer satisfaction and introduced us to the concept of customer effort. Customer Effort Score (CES) measures customer perceptions on how difficult (or easy) it is to do business with a company. How can companies use CES? Companies can measure CES in a few different ways. The most common way is a simple survey question asking customers to rate the ease of solving their issue on a scale of very difficult to very easy, like...

Personalization: It’s Not as Difficult as You Think

06/19/18 Comments Leave your thoughts

The need for businesses to provide personalized customer experiences is growing, with customer experience professionals citing it as the number one changing customer expectation. Emarsys defines personalization as the implementation of a strategy by which companies deliver individualized content to recipients through data collection, analysis, and the use of automation technology. In simpler terms, it is a marketing strategy that focuses on making content suited for an individual customer based on what they know about the customer through data collection. Artificial Intelligence (AI) is being used more and more to personalize customer experiences. AI is able to perform human-like tasks...

Dimensions of Service

06/05/18 Comments Leave your thoughts

We know that it is six to seven times more costly to attract a new customer than to retain an existing one. In addition, 40 percent of consumers stated that they would spend more money with a company that made improvements to the overall customer service experience. The key to retaining customers and  your business is to create a culture of exceptional customer service. Think about customer service in two dimensions: procedural and personal. The procedural dimension relates to a company’s established processes used to deliver their products and/or services. The personal dimension relates to how employees interact with customers,...

The Road to Losing Customers

05/31/18 Comments 4 Comments

One of the worst customer experiences my family and I had was with a roadside assistance company a few years ago. We were pulling our camper to Charleston for a family vacation when two of the camper tires blew and we had to pull over on the side of the highway. My dad called our roadside assistance service to tow our camper to the nearest RV service center. After ending the call, my dad informed us that they were working on getting someone who could tow the camper and they should be there in about an hour. An hour passed...

All Messaging is Not Created Equal

05/25/18 Comments Leave your thoughts

  My pharmacy sent me a text message to tell me I had a prescription ready for pick up. I was directed to respond with “YES” to complete the interaction. But, I had another question for the pharmacist and couldn’t use that SMS text to ask it. I still had to make a phone call. While the basic SMS messaging my pharmacy uses is helpful for them, it falls short of how I, as a customer, want to interact. I want an easy messaging channel I can use to interact with my pharmacist, or any other business, instead of calling...

We are Excited to Welcome Danielle!

05/15/18 Comments Leave your thoughts

Hello! My name is Danielle and I’m going to be an intern for Peoplocity this summer. I’m originally from the Cincinnati area but I moved to Indianapolis to attend college. This coming fall, I’ll be starting my senior year at the University of Indianapolis, where I am pursuing a triple major in Marketing, International Business, and Spanish. Last fall, I spent three months living and studying in Spain at the International College of Seville. While there, I was able to work on my Spanish speaking and writing abilities. I also had the opportunity to travel around Europe and Northern Africa...