Don’t mess up messaging
A light touch is key for successful customer communications By Cliff Bell In theory, digital tools make things easier for people. But that’s not always true in our hyperconnected, app-fatigued and always-on lives. When it comes to technology, there’s a whole lot of friction caused by the mental labour required …
Enabling access
Aging customers, those with disabilities face buying/payments obstacles By Gary E. Barnett In many organizations, the call or contact centre serves as the central hub for customer service, sales and customer engagement. Even today, with the multitude of different communication channels available – including web sites, email, social media, online …
How to accomplish digital transformation
By Rajan Kohli The digital future is upon us. Almost every aspect of our lives has been made easier thanks to technology, and digital transformations have dramatically changed industries from hospitality to transportation to retail. Consumers are now accustomed to controlling their own experiences. And with the rise of on-demand …
Text to better service
By Ted Guggenheim Today, business is moving faster than ever. We live in an on-demand economy. Your customers can get whatever they want — a ride to the airport, the latest Avengers movie and even a date — with the apps on their phones. With the world at their fingertips, …
How TD delivers great customer experiences
By Rob Commons Today’s banks are in the customer experience business as much as they’re in the financial services business. After all, customers not only expect convenience and personalization from the apps they use to conduct much of their banking, they still need guidance when it comes to financial decisions …
Leads between the lines
Tapping the immense value of conversational analysis By Dax Hamman When Disney wanted to promote a recent superhero film on social media, it decided to throw traditional targeting tools out the window and try something new. The promotion involved a series of short and personalized videos featuring stars of the …
The coming loyalty industry disruption
By Len Covello Canadian financial institutions and retailers turning to loyalty programs to drive customer engagement is nothing new. But the loyalty industry in Canada has left both brands and consumers wanting more. The issue is that many of today’s loyalty programs run on unsophisticated technologies with little segmentation capabilities …
What do Millennial SBOs actually want?
By Miki Velemirovich Millennials have grown to be one of the most important demographics for marketers to understand. Millennials currently make up the largest generation in history, and they represent the fastest-growing segment of small business owners (SBOs) in North America. They are poised to become the largest group of …
Taking the pulse of digital marketing
By Steve Levy The top video game was Wii Sports. Some of the must-have gifts on holiday wish lists included a chocolate cell phone with unlimited texting, an iPod Nano and charity Livestrong bracelets. The year was 2006. To say our 2019 wish list would not include these items would …