Customer Engagement

Appointment scheduling can benefit any retailer by making it easy for their customers to connect with them for personalized conversations. This technology not only lets retailers provide a service guarantee to customers and prospects, it also presents upselling and cross-selling opportunities. Let’s take a look at how a leading regional wireless service provider is generating […]

Here at Engageware, we’re prone to the occasional “crush”—especially on companies that disrupt traditional business models. Basically, when we see a dynamic business simplifying dated processes and solving problems, our heart goes aflutter. So when we recently had the chance to work with LogMeIn, well… let’s just say they had us at “hello.” In many […]

Apple recently announced it will be renaming its stores by location (e.g., Apple Fifth Avenue) and that the purpose of its stores will undergo a massive shift. In other words, Apple stores will be redesigned so they are places where consumers hang out with others, seek expertise, attend classes, go to events, and oh, also […]

I recently hosted the webinar “Trends in Retail and the Personalized Experience,” during which I discussed research on the latest trends in retail with expert panelists Scott Duby, director of Global Consumer Industry for IBM, and Kim Garretson, principal of Realizing Innovation and BrainTrust panel commentator for RetailWire.com. The key takeaway from the webinar was […]

Even though 93 percent of retail decision makers say service personalization is a strategic focus, only one-quarter of consumers feel they receive a consistent, personal experience across channels. In 2016, Engageware surveyed 100 C-level decision makers and more than 5,000 consumers about plans and perceptions around customer experience and personalization in retail. These surveys highlight […]

Bank executives are aware that customers want personalized service that meets their needs. But even armed with that knowledge, banks still fall short when it comes to the level of personalization they provide. Engageware recently conducted its annual survey of 100 C-level banking executives and asked in-depth questions regarding plans for enhancing customer experience at […]

In the state of Massachusetts, residents are required by law to have car insurance coverage (and it is also suggested to have a local agent) – so, why is it so difficult to get in touch with agencies? Now, this may not be a new frustration for many, as connecting with a variety of services […]

The medical and diagnostic lab industry is growing rapidly, as the range of available tests and services—and the quantity ordered by doctors—continues to increase. Companies in this industry collect blood, take images and perform a range of other procedures, the results of which help doctors diagnose and treat their patients. Among the many factors contributing […]

Credit unions are well known for putting their members first. It’s what differentiates them from larger financial institutions. Leaders in the space know that keeping their customer at the center of their business is key for retention and loyalty. For Rivermark, an Oregon-based credit union, embarking on a mission to transform their branches was a […]

When the team at Arizona Federal Credit Union wanted to deliver personalized member services and improve in-branch efficiency, they chose Engageware. The Phoenix-based credit union has more than 125,000 members and $1.3 billion in assets. Arizona Federal operates more than a dozen ServUs Center locations throughout the metropolitan Phoenix area. Like any retail financial institution, […]

Engageware’s appointment-driven personalization solutions were a big hit at the Future Stores 2016 trade show in Seattle this month. At a show that reimagines the future of retail, Engageware was a natural fit for retailers who are looking for new, more effective ways to engage with their customers and drive more sales. Great topics from […]

Meeting the full-service advisory needs of individuals, families, business owners and senior executives, this award-winning, fast-growing firm has earned a reputation for solid counsel combined with innovative client engagement. Jason Hill, founder and president of Client Focused Advisors, sat down with Engageware to share his “10 Tips for Financial Advisors for Client Loyalty.” Founded in […]

The “on-demand” revolution has reached retail in full force, prompting brands across the industry to “Uberize” their services to give consumers what they want, when they want it. But the actions of several leading brands tell us that focusing on the digital experience alone, isn’t enough—the really smart retailers also are looking to revolutionize the […]

Though personalization has been a buzzword for many years, the need for it in retail is more crucial than ever in a world where consumers are inundated with the “digitization” of everything. How do you we know this? Because consumers say so, and there is a stark contrast between the level of personalization that retailers […]

Earlier this month we highlighted our work with one of our great finance customers, Logix Federal Credit Union. The post gave an overview of the problem Logix was facing, why the company turned to Engageware, and how we helped address the issue. Now it’s time to dive into a different industry with another great customer […]

Engageware is privileged to work with leading brands – we’re proud to help our great group of customers improve in-person service and deliver a true “concierge” experience for their clients. This week we wanted to take a closer look at the work we’ve done with one of our great banking customers, Logix Federal Credit Union. […]

Did you know that the “typical” accountant works 60 hours per week during tax season? Three things will help you make the most of your precious time: Get control over your schedule Simplify the process of coordinating client meetings. Group client meetings into blocks of your day to avoid context shifting Fact: The annual tax prep […]

Last Friday, Engageware had the privilege of having Rackspace Futurist, Robert Scoble and Crowd Companies Founder, Jeremiah Owyang, join Engageware’s CEO for a webinar on the On-Demand (Concierge) Economy. The webinar panelists discussed drivers for the on-demand economy and how consumers today expect services and goods at their fingertips. Per the discussion, leading companies are […]

The Concierge Economy is defined as disruptive brands (such as Uber) providing information at consumers’ fingertips (mobile or web), then providing the service (such as taxi service) instantly, at a reasonable cost. Uber, a ride-sharing service founded in 2009, is now valued at over $50 billion dollars with a presence in 58 countries and 300 […]

For many in the retail world, the months leading up to NRF’s Big Show last week were exciting, action packed, and consumed by show prep. The hard work paid off: the event was a great success, with many informative sessions to attend and interesting booths to visit. But now, as NRF excitement finally wanes, it’s […]

Without the ability to properly and effectively manage customer complaints, banks and credit unions put customer retention at risk, a direct factor in bottom line profitability. Furthermore, bank complaints and credit union complaints are closely watched by regulators meaning that more complaints means more scrutiny from regulatory agencies. So, while customer complaints are not a […]

Engageware recently conducted a survey of 1,052 consumers, asking in-depth questions regarding their perceptions and behaviors around customer experience and banking. Engageware also surveyed 100 senior-level bank executives about their plans around customer experience, products and services, and branch transformation. The following are some highlights from both surveys: Banks still have opportunities to provide a […]

The retail industry is at an inflection point. The consumer’s path to purchase has dramatically changed over the past decade. Once linear, shopping has transitioned to a more convoluted process that looks more like a kindergartner playing connect the dots. In response, retailers are vigorously pursuing the development of a seamless and successful omni-channel retail strategy. […]

Today’s consumer has less money, patience, and time. However, that same consumer is more demanding, empowered, and intelligent. This fundamental shift in the consumer’s identity has changed the game and how it’s ultimately won. Before Askjeeves, Google, Wikipedia, or the internet in general, how did we settle those heated debates with friends or family over pointless trivia, like how […]

Engageware recently conducted a survey of 1,029 consumers which asked in-depth questions regarding their perceptions and habits around retail shopping. The survey reveals that various demographics have different shopping habits. For example, Millennials have different shopping habits than Baby Boomers or Gen Xers. The infographic below reveals why retailers must keep different demographics in mind in terms […]

As today’s consumers are more demanding than ever, financial service organizations must provide a superior customer experience across the whole customer journey — from an initial digital touchpoint, to the in-branch experience. Logix Federal Credit Union has recently found success in increasing business volume in its branches throughout the Los Angeles market by delivering a seamless and more integrated online/offline customer […]

Everyone has had that experience in a retail store when you feel like you know more than the person trying to sell you something. Customer experience isn’t a game you can play by chance. Guaranteeing a knowledgeable associate is available when your customer needs help is the best way to create an amazing customer experience […]

A recent article by AdAge points out that the hottest big retailer among Millennials is Walmart. The article cites Walmart’s focus on online and mobile search to be the driver for its partnership with popular Millennial brands, such as Tommee Tippee baby bottles. Walmart’s smart approach to search aligns with Engageware’s consumer retail survey results, which are discussed […]

Superior customer experience is more crucial than ever in the banking industry, and a recent article by Barlow Research emphasizes the importance of the branch visit by highlighting banks who have made the process more efficient. The research firm reports that, based on its 2014 small business data, banking customers desire shorter wait times when […]

When it comes to shopping, today’s consumers seek immediate attention from knowledgeable staff. No modern retailer has made more strides at creating an exceptional customer experience and powerful in-store service than Apple. A cornerstone of this experience is the service and attention customers receive while visiting the Genius Bar. Apple recently made changes to its […]