by Richard Nehrboss | Jul 20, 2017 | Customer Experience Management, Research Methodology
With Lance Brown, Vice President of Customer Service Solutions, Smart Energy Water (SEW) Utilities across the globe are transitioning, shifting their role from passive commodity providers to customer-centric service providers. Customer expectations for real time...
by Richard Nehrboss | Jul 19, 2017 | Customer Experience Management, Employee Experience
Too often, the ideal customer experience is a myth that exists only in the mind of your customer experience leader or Chief Marketing Officer. The problem is, it’s your employees who need to deliver it. How many of your employees could provide a reasonably articulate...
by Richard Nehrboss | Jul 18, 2017 | Customer Experience Management
Millennials are going to force utilities and virtually every business into understanding their needs because they grew up in the digital era. Millennials know it is possible and expect the message to be honest and forthcoming along with tailored to their needs. Read...
by Richard Nehrboss | Jul 16, 2017 | Branding
Your corporate brand encompasses everything your company says and does–what customers and prospects think and feel about your company, how you make decisions, your messaging strategies, the way people are treated. Unfortunately, many companies don’t take time to...
by Richard Nehrboss | Jul 14, 2017 | Financial Services
Consumers have an increasing number of banking options as channels continue to be added and enhanced. Research shows that not only are customers taking advantage of this added flexibility, but they’re also continuing to visit branches at a frequency that might...
