Guest Post By: Shlomi Ziv and Vasudeva Akula.
Customer Dynamics—the ongoing, multifaceted interactions and transactions between customers and organizations—contains a wealth of information about how companies can improve. Tune in to it and you can learn how to improve products, what services customers want, where stumbling blocks exist in your operations, why customers consider switching to your competitors, and much more. Optimizing your Customer Dynamics gives you the ability to not only serve your customers via the communication channel preferred by them in a cost-effective manner, but to act upon the voice of the customer (VoC) to improve business performance.Tapping into the VoC requires the capacity to collectively analyze content from all sources of customer contacts, including telephone calls, emails,...
Lately I’ve been seeing a significant amount of coverage in the news about personal finance. Startlingly, it seems a large number of people have begun to manage their spending based on a decision-making process that I call the “ATM Approach.” If the withdrawal or purchase goes through, they spend. If not, they walk away. This easy approach to spending involves very little effort on the part of the consumer and always provides an immediate answer: yes or no, approved or declined, sufficient or insufficient. A few clicks on the screen provide the guidance for a day of financial indulgence—or abstinence—ahead.