Remember when neighborhoods were served by Mom & Pop grocery stores? They were small and modest by today’s standards, but they knew you when you came in and suggested the best steaks or picked out the best tomatoes and put them aside for you. As you made your selections, they’d bag them, help you carry your purchase to the car, and deliver if need be.
In a world of web and mobile access, consumers are flocking to insurance comparison sites, expecting instant quotes and quick response time whenever a claim is filed. It’s a fast-paced reality, compounded by the complexity of most insurance companies’ outdated systems.
For those of you not familiar with HP Relate, it’s part of the HP Exstream customer communication management (CCM) product suite, and offers world-class customer communications capability natively in the Salesforce.com environment, giving sales, marketing and contact center staff an indispensable tool for driving more dynamic, targeted and engaging customer communications.
Guest blogger and HP Exstream Marketing Manager Heather Oliver shares her assessment of how HP Exstream and HP Enterprise Services were able to join forces at CS Week and speak with electric, gas and water utility professionals who are as passionate about customer communications as we are. The event included speakers who have a pulse on the innovation and key learnings in the industry, and also featured panels providing critical insights such as mobile strategies for engaging customers.
You hear it all the time – it’s about connections. Building relationships with your customers takes a lot of hard work. After completing the research, powering through the legwork and nailing the face-to-face meetings, you want to ensure your customers are left with a lasting impression.
After taking a two year hiatus, a new version of the HP Exstream custom motorcoach roadshow is ready to hit the road! Follow us as we prove the value of customer engagement solutions mile after mile. Not familiar with the tour? Keep reading.
As many of us begin to dig out from a long winter, the time has come to shift toward the annual ritual of spring cleaning. We often think of spring cleaning as a focus on ridding ourselves of excess home clutter, but what about the office? Have you considered the importance of “spring cleaning” your customer-facing documents?
Anthony O’Donnell, executive editor and founder of Insurance Innovation Reporter and former executive editor of UBM Tech’s Insurance & Technology, discusses the “consumerization” of technology and its impact on how insurers engage with customers.
Picture this: The results from your customer satisfaction survey are in and they aren’t good. Your members are finding that the Explanation of Benefits statements (EOBs) you send monthly are difficult to understand, lack clarity and personal relevance, and don’t make them feel confident in managing their health.
“Social media will trigger better customer engagement in 2014 – from mitigating long wait times to overcoming the automation of call center queues – and if companies don’t tune-in, consumers will switch to another provider, shares Avi Greenfield, HP Exstream Portfolio Innovation Manager.
In 2013 alone, 51 percent of U.S. consumers switched to another service provider, citing poor customer service. Not only is this up five percent from last year, it reflects $1.3 trillion of revenue at play in the U.S. market represented by the “switching economy.”
In part two of his series exploring the untapped potential of effective customer communications, director of BoagMcCannand Chair of the Information Design Association Andrew Boag, explores the ROI that happens once you change your customer relationship status from “it’s complicated” to “in a relationship.”
Andrew Boag, director of international information design company Boag McCann and Chair of the Information Design Association, uncovers the untapped potential of effective customer communications in a two part series for Exstream Impact. Join us for part one around how to take the complexity out of your customer relationships.
During CS Week, HP Exstream connected with influencers in the utilities space, including Teresa Hansen, a veteran with more than 17 years of experience in the industry and the current editor-in-chief of Electric Light & Power. We asked Teresa the below questions to gauge her thoughts on the current landscape and future outlook of the industry.