Customer Engagement as a Differentiator
Getting the attention of consumers and, more importantly, keeping them engaged is challenging. Unfortunately, consumers have grown accustomed to not being engaged because poor experiences when interacting with brands are typically the norm, whether it’s inconsistent information across channels, the wrong offer at the wrong time, or lack of product availability. While this represents a […]
Consumers Still Like to Shop in Stores—if They Receive a More Personalized Customer Experience
Key Findings from the Engageware State of Retail 2017 Survey Report Consumers said they plan to shop in stores in 2017 as much (70 percent) if not more (14 percent) than they did last year, according to the new Engageware State of Retail 2017 survey report. But that figure is down 8 percentage points from […]
More Proof of the Value of Personalization in Banking
The Financial Brand published an interesting article this week titled “5 Major Emerging Trends in Retail Banking.” All of the points—from how consumers share data with their banks to which channels people use for online banking—were interesting. But the one that stood out to me was #4: “People Still Want That Personal Touch.” Since you’re […]
NRF BIG Show Draws Crowds for Retail Conversations
Once again, the world of retail has taken over the Javits Center in New York City for the annual NRF BIG Show. Engageware is there, of course, ready to demonstrate our unique approach to appointment-driven personalization. You’ll find us—with a crowd—in booth #2235. As the team here was preparing for the show, I started thinking […]
How Retailers Can Put Some “Happy” into Many Returns
Let me be the first to wish you a Happy National Returns Day (it’s coming up on Thursday, Jan. 5—hope you’re ready). According to a recent article from Forbes written by customer service and experience expert Shep Hyken, this Thursday is expected to be the biggest day for consumers to return unwanted holiday gifts. UPS says […]
Financial Advisors Can Use Engageware to Satisfy New DOL Requirements Ruling on Financial Advisors—and Improve Client Relationships
A new Department of Labor (DOL) Fiduciary Rule goes into effect April 10, 2017 that will have a major impact on financial advisors, including wealth managers, brokers/dealers, and asset managers. There are rumblings that the incoming Trump administration or the Republican-controlled Congress could roll back or delay this new DOL ruling on financial advisors. However, […]
10 Ways to Use Email and Online Appointment Scheduling to Turn Prospects into Customers
Everyone loves a good list, right? I’m going to assume you said “yes,” and dive right in. This is a list for sales professionals of 10 proven ways to shorten the distance from lead to sale by using online appointment scheduling. Since you’re reading this on the Engageware website, you shouldn’t be surprised to learn […]
Tips for a Smarter Black Friday
It’s that festive time of year once again. A time for families to gather for Thanksgiving dinner, followed by rich desserts, conversation, watching football and… at least some members of the clan racing away from the table to get in line for Black Friday sales. Ah, tradition. With some retailers opening Thanksgiving night and others […]
Do Customer Loyalty Programs Really Work?
Customer loyalty programs and memberships have been around for decades. Consumers love the idea of saving money, receiving exclusive offers, and getting priority service from their favorite retailers, banks and service providers. But are these programs causing businesses to actually miss out on key opportunities that truly build customer loyalty? There is a misalignment between […]
Why Customer Wait Times Are Weighing Down Your Bottom Line
According to Engageware surveys of consumers across various verticals (retail, banking, healthcare, etc.), the average person is not willing to wait more than 10 minutes for service. In an age when many products and services are technical and complex, sales associates are spending more time explaining things to consumers. And while that’s happening, other consumers […]
Why Millennial Consumers Want Personalized Service [Infographic]
Millennials, those between the ages of 20 and 35, are fast becoming the most prominent and desirable demographic group for retailers and other businesses. As millennials mature, they are gaining more buying power and entering the stage of their lives where big-ticket items—including home mortgages and financial planning for retirement—are increasingly important to them. This […]
True Customer Engagement is a journey, not a sprint…
Last week on the blog we talked about the importance of customer engagement, and while few would argue against its importance, actually executing it is usually easier said than done. Companies that have truly mastered customer experience have one thing in common, they have put themselves in their customers’ shoes and figured out what customers […]