The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM, only 43 percent of consumers trust the insurance industry. In fact, this lack of trust in insurance providers has remained above 50 percent since 2007. Accenture, meanwhile, notes that digital customer communications…

Welcome to This Week In Reviews, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Subscribe to receive these stories and more every week in your inbox. Fear doesn’t last as a tool for motivation. That’s according to…

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. CX is also a great competitive differentiator, helping companies respond…

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Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 43 percent more likely leave a review after a positive experience at a restaurant…

Not all consumers are passionate about the environment. The consumers who are, however, care about how your company invests in environment-friendly practices. According to a survey by Pew Research Center, 74 percent of adults in the U.S. say that the “country should do whatever it takes to protect the environment.” In addition, 4 in 10 Americans identify themselves…

Given the realities of today’s customer-led market and real-time customer feedback, it’s more critical than ever for brands to track, monitor, and listen to what customers are saying online. It’s not always easy, however, to get a handle on what they’re saying — and where they’re saying it. With so many platforms and channels to…

There is a vital shift happening right now in healthcare. People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer…

Whether it’s in the form of a detailed review on Google, an overall star rating on Credit Karma or Lending Tree, personalized recommendations on MyBankTracker, or a candid comment on Facebook, the opinions, experiences, and feedback shared by banking customers have the power to influence the behavior of those shopping for banking and financial products.…

We’ve all been there… The distractions. The noise. The drag during the middle of the day. How do you become more productive in a society with constant disruption? It can a challenge. Here are six ways to help you be more productive at work. Divide the Day Into Modules  “I divide my day up into modules…

Have you ever wondered which companies today are able to deliver the most outstanding customer experiences? With customer experience (CX) emerging as one of today’s most important business benchmarks, it’s useful to understand how winners and losers are determined by their ability to manage, measure, and improve CX. And it can be inspiring to see…