For years, organizations tracked sales based on where the prospect was in the “funnel,” which focused on generating traffic, then converting and closing leads.
The problem? Funnels produced customers, but they didn’t consider how those customers could help an organization grow. The momentum that was built in acquiring the customer was gone once the sale closed. Each day, funnel-devotees had to start anew; meanwhile, the customer became an afterthought.
Enter the flywheel, which puts the customer at the center. In this model, just as much attention is devoted to servicing and delighting the customer as the prospect.
Imagine you speak limited English. You’ve recently gone through surgery. The in-language experience at the hospital was excellent, as you were provided with interpretation at every point from registration to discharge. You return home feeling confident in your prognosis.
Banks, mortgage companies, consumer lenders, credit card issuers, payments networks, auto lenders and leasing entities are all staring into a future filled with disruption.
There has been much talk about the “bank of the future.” Conversation has centered on offering appropriate technology and channels, but there is one critical element that is frequently missing: language.
You may not realize it, but two laws aimed at improving communication with limited-English-proficient (LEP) beneficiaries will go into effect in 2018.
If yours is a home-health agency seeking to participate in Medicare or a health-insurance company that offers plans for employees, you will want to pay attention to these new laws so as to stay in compliance.
“Super consumers” are the superheroes of retail. Both emotionally and economically engaged with brands and products, they are the top 10 percent of households that represent at least 30 percent of sales, 40 percent of growth and 50 percent of profit in any given category. Any retailer not connecting with these consumers’ passions and enthusiasm may face struggles.
When a customer takes time out of their busy day to call, every second matters, because every additional second they spend on hold stands to amplify their frustration.
It’s another second they’re not getting an answer to their question, another second to dwell on their problem, and another second to consider taking their business elsewhere.
For customers who need to connect with an interpreter, the wait can be even longer – but it doesn’t have to be.
Language access has evolved as the world has become more connected. Users are surrounded by smart, multi-function devices and expect to receive service anywhere and everywhere at any time. Fortunately, new technologies ensure that customer experience keeps pace with customer expectation.
When LSPs first came on the scene more than 30 years ago, the concept of a remote interpreter was novel. Decades later, our aim is to leverage technology in reducing wait times to mere seconds to ensure an optimal user experience.
Technological innovations are enabling faster connections to over-the-phone and video interpreters. Here’s a look at three of the latest advances and the impact they’re having on improving interpreter-connect times:
Driven by population growth and expanding buying power, multicultural consumers are transforming the ways marketers and advertisers use culture to connect with increasingly diverse consumer markets. For businesses, this is why investments made now in language will pay off for decades to come.
But no matter how wonderful your store’s shopping experience and customer service are, they’re only effective once someone is in the store. Let’s talk about how retailers are using language to market to multicultural consumers.
Labor Day Weekend typically signifies the end of summer and the start of a new school year. As our kids fill their backpacks, pose for first-day pictures, and board school buses, it’s worth visiting a rather remarkable statistic released this week by the United States Census Bureau:
Hispanic student enrollment in U.S. schools has more than doubled in the last 20 years (1996-2016).
According to the Census Bureau, the number of Hispanic students enrolled in U.S. schools and colleges soared from 8.8 million in 1996 to 17.8 million in 2016 – a 102 percent increase.