Browsing: Customer service

In the years between 2000 and 2010, several insurance companies collapsed and the joke in the industry then was on those clients who were demanding to be served even as the doors were being shut for good.
But industry insiders, like yours truly, knew companies that were in the red and it was only a matter of time before they were shut down. Most insurance consumers did not have a clue as to what was going on. …

While many company executives focus on product development and budget cuts, forgetting that the company success will largely depend on customer satisfaction. As we wrestle with Covid-19 pandemic and global recession, how companies interact with their customers is more vital than ever before making customer experience as the key ingredient that will determine the success of any company. 

Most research carried out in 2020 such as Adobe Digital Trends, ranks customer experience at the top a head of digital marketing, video marketing and even social media. A survey by Deloitte in 2017 on Global Contact Center, found that 88 percent of companies now prioritize customer experience in their contact centres. Companies offering better customer experience earned between 4 and 8 percent more than their competitors as seen in SmartInsights and Temkin Group 2019. Brands that create a company culture focused on customers help their employees work together to …