The Good Old Days of Bank Blitz Selling
In 1977, Citibank blitzed pre-approved credit cards to 20 million Americans. Easy way to make sales targets eh? In 1978, an article in The Times appeared, condemning Citi for its campaign “Indeed, many bankers are predicting that the nation’s second largest bank will lose its shirt in trying to create a national network of credit cardholders.” In 2020, CitiGroup have the largest amount of credit card clients in the world.
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How a Blizzard Proved Banking Heretics Right, and How It’s Happening Again
The year is 2020 (‘huzzah’ I hear you cry, and maybe not a delighted cry), and we take ATMs for granted, in fact, many countries are moving to a cashless society where Apple Pay and the good old-fashioned chip and pin card is relied on heavily. (And to the three people who still believe in Cryptocurrency, you’ll have your time to shine I’m sure). However, there was a time where ATMs were not accepted and went through a similar journey as online banking and mobile banking (which almost 40% of the population still does not trust completely).
Do Wealth Managers need Smelling Salts and Brandy?
In 1898, the first ever escalator was installed in London, England. If you’ve been to Harrods, you’ll know how many stairs you need to climb, so you would have thought that the Victorian’s would have been grateful. They were not. However; like oracles, Harrods staff stood prepared at the top of the escalator with free smelling salts and brandy in order to revive their customers after their ordeal (of not having to walk up the stairs).
How to Select Co-Browsing Software
If you’re reading this article, you are most likely aware how integral Co-Browsing can be to the success of your customer services efforts. Which is why it’s so important to explore and purchase the right Co-Browsing solution in order to make the right impact. Selecting the right Co-Browsing solution is actually relatively straightforward compared to software such as AI/ML, CRM and ERP; and yet, its vital to get it right the first time – launching a super tanker in the wrong direction as we know, can take forever to turn around.
InsurTech and Customer Engagement
Welcome to our blog series on Customer Engagement Technology in the Insurance industry. This series will discuss the challenges and opportunities faced by Insurance providers and how the right Customer Engagement tools can make processes faster, more effective and more precise than current methods, ultimately increasing profitability for Insurance providers. Each step of the Insurance value chain is being reassessed and reinvented, Customer Services and Customer Engagement within Insurance is no exception.
What is Co-Browsing and why Banks should care
3% increase in average revenue achieved per call (-1.5% without Co-Browsing) 17% increase on annual revenue growth (10% without Co-Browsing) 5% increase in agent utilisation (compared to -0.2%) 80% increase in First Call Resolution 7% reduction in Churn Those were the results of a study on Co-Browsing commissioned by Aberdeen Group together with our Clients results. Yet, Co-Browsing is often overlooked in Customer Services where Live Chat is often selected as the only way to communicate with customers online.