5 Questions You Need to Ask About Your Omnichannel Customer Experience
Whether we admit it or not, today’s customer experience is all about omnichannel. People are reaching out to companies on the phone, via text message, through emails and webforms—you name it, someone’s using it. When customers reach out to customer service, they most often use three or more channels, and most businesses offer multiple service […]
Smart and Fast Fixes For Your Business, Part 2–Answer Less Calls and Help More Customers
To view the first post in the series, click here. If you’re anything like me, you’re bothered (maybe even offended) by retail businesses answering the phone instead of helping patrons. We’ve all seen it happen. A customer is waiting to check out when the clerk answers the phone (sometimes several times), often only to respond […]
Why Today’s Customers Are More Empowered Than Ever
2015 may not be the year of hoverboards or flying cars, but it’s definitely the year of the empowered customer. According to Forrester, we’re currently in the age of the customer, “a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”
Patients Are Shopping. Are You On Their List?
Now more than ever, patients are behaving like empowered healthcare consumers. Rising deductibles associated with the Affordable Care Act (up by 26%), for example, are causing patients to pay closer attention to their healthcare decisions. It’s no surprise, then, that research from Deloitte shows an increasing number of people that are going online to find information to […]
5 Holiday Customer Service Tips
The holidays can be a stressful time for your customers: they’ve got gifts to buy, lights to string up, and people to fight off before they grab the last half-price flat screen TV. If you work in customer service, you’re well-versed in the frantic frenzy during the holidays. And, with business booming during the winter […]
OneReach Content Featured in “ICMI’s Most Beloved Articles of 2014”
OneReach was recently recognized in “ICMI’s Most Beloved Articles of 2014,” a yearly round-up that highlights the most buzzworthy and popular articles published on the contact center resource site. Co-written with Leslie O’Flavahan, “6 Strategies for Writing Great Texts to Customers” was ranked the 6th most beloved article of 2014.
Navigating the Customer Experience with Journey Maps
How can you provide the best customer experience without knowing your customer? Short answer: you can’t. Luckily, you have tools that can guide you on your way to provide the best customer experience, like the journey map. Journey maps help companies identify what tasks a customer wants to accomplish, what the emotional highs and lows of […]
How To Nurture Customer Relationships the Right Way
As anyone in customer support knows, a first time customer can become a repeat customer with customer satisfaction. Customer satisfaction can be achieved in many, many ways, but this article is to address just one of them: customer nurturing. In today’s hands on culture, the customer expects more. Customer nurturing is treating your customer like they are […]
Why Understanding the User Experience Is Crucial for Your Business
Safe to say at this point that the whole “Internet” thing is here to stay. With the not-so recent proliferation of everything Internet, several emerging areas of science and expertise have naturally evolved. One of these such areas is the study of user experience. As defined by the Godfather of usability himself, Jakob Neilsen, user experience […]
Customers Love Social Media. Are You Loving Them Back?
When a company’s brand is praised on social media, it can be like a dream come true. But when it goes bad, it can go really bad. Who can forget last year’s social media failures of companies like Applebee’s and Pace salsa? Yikes.