Omni-Channels Never Sleeps

Gone are the days of 24 or 48 hour response times. Customers expect instant interactions, whether it is a relevant offer or an answer to a customer service query, and the ability for same-day delivery of items purchased through various channels. Companies like Amazon understand this and have established distribution centers near major metropolises just … Read more

2013 Temkin Group Net Promoter Score Benchmark Study

Temkin Group just published the Net Promoter Score Benchmark Study, 2013 report. This study of 10,000 U.S. consumers benchmarks Net Promoter® Score (NPS®) for 269 companies across 19 industries. Here are some highlights from the report: USAA earned the highest NPS scores on the list for three of its business—66 for insurance and credit cards and 65 for banking. Other … Read more

The Four Elements of a Usable Cross-Channel Experience

According to Janelle Estes, we should design for the experience, not the channel. Users engage with organizations across many channels – the web, email, mobile devices, kiosks, online chat, storefronts or service centers, and more. “Users expect companies to provide a usable experience across all channels. Although you may think of various channels within your … Read more