What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging […]
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How are you delighting your customers? For large retailers, this question is of paramount importance, especially during the holiday shopping season. A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often. A recent study found that 50% of loyal customers will make more purchases with their preferred retailer and 60% […]
Read More… from Delighting for Dollars… How Improving CX Increases Loyalty for Leading Retailers
Building and deploying innovative technology is time-consuming and stressful, especially when your customer experience could be at risk. There are often variables that are out of your control, making the process daunting and scary. One of those variables is the investment, otherwise known as the price you pay for the system and its use. Types […]
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15 years ago, the impact that technology has on customer care could not have been predicted. In fact, the importance of customer care and the entire customer journey was only beginning to be recognized. Our forward-thinking approach to customer experience, combined with world-class research and development teams from early on, steered us onto a path […]
The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue. But if customers are always right, why are we making them conform to our ways of […]
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What’s the difference between a good IVA and a great one? You’ve probably had experiences with an “okay” IVA. It got the job done, but maybe not in the fastest or most efficient way. You may have had to repeat a few things, or maybe it took a few tries for the technology to understand […]
Thinking of implementing AI and Machine Learning in your collections company? These questions will help you select the right partner and see actionable results at scale We recently attended InsideARMS’s First Party Summit 2019, a conference tackling the unique challenges of first party collections, outsourcing, and customer care. It was full of great conversations, insightful […]
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By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. It’s no question you should be looking to invest in it too, but customer experience can be a multifaceted and complicated journey and it’s challenging […]
We’ve all had frustrating experiences when contacting businesses for help (and if you haven’t, consider yourself lucky.) Maybe you spent forever on hold, or your issue was not actually solved, or you were left sifting through service options that had nothing to do with what you were calling about. The time that your customer takes […]
Read More… from IVR Systems Are Dead: It’s Time to Consider a Technology That Delivers