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5 Insider Strategies to Boost Customer Support in the Personal Loan Sector

CSM Magazine

Offer Omnichannel Support Throughout the Consumer Lending Process Customers expect convenience. Use Technologies For Consumer Lending Experience Clients value help delivered in seconds at any hour. In a post-2008 world, many consumers remain cautious and distrustful of financial institutions. Extended support hours.

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Beyond the Kiosk: Restoring Human Touch in Healthcare Technology

CX University

The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. percentage points.

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Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Michelli Experience

Behavioral economist, Dan Ariely’s work on emotional decision-making has also been ground-breaking and inspirational; particularly, when it comes to consumer behavior. Predictably Irrational.

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Ridesharing: The Millennial Effect

QuestionPro Audience

According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. Millennials have a lower rate of car ownership than previous generations at their age, and only 76% of 20-24 year-olds possess a driver’s license , down from 82% in 2008. In fact, U.S

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More evidence that customer experience is about emotions

Customer Bliss

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008.

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CX leaders: Don’t let empowered consumers pass you by

OpinionLab

Empowering your consumers is the key to improved customer experience. I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. Empowered consumers need to believe they have a share, she reasoned.

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Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

In 2008, Dave Carroll’s guitar was broken by United Airlines. Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in. The threat of consumers taking ‘matters into their own hands’ has not appeared to change the way organisations behave.