Helping Customers Serve Themselves

Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. (Forrester, 2015)

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Emotion as a Key Driver in Customer Loyalty

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key …

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