We have been talking a lot lately about the massive potential for adding video interpretation to branch offices and brick-and-mortar retail locations. (In fact, we wrote an ebook on how banks can best use video interpreting.) It seems that Japan is taking heed of the many benefits video remote interpreting (VRI) can deliver.
In light of an increasing number of foreign customers, Japanese supermarket giant Aeon Co. has launched a real-time video interpreting service. Shop clerks at about 550 Aeon stores now carry smartphones or tablet devices that can access interpreters through video chat software similar to Facetime or Skype.
Meanwhile, Japan’s MUFG Bank has started an over-the-counter service for hearing-impaired customers that involves sign language-fluent interpreters on tablet devices. The assistance is the first of its kind at a Japanese bank. The service is available at most outlets, and it acts as an intermediary between a hearing-impaired customers and bank staff at the counter.Read More
It’s no secret that our world is increasingly becoming more digitized. Where we once had customer service agents, we now have apps. Where there were retail outlets, we now have online platforms and overnight delivery. “Bites” have become “bytes,” as even fast food can be ordered with your smartphone.
Some personal interactions remain intact, however. Think of the person who walks into a branch location to set up a utility service or open a bank account. There are also times when utility providers or other service people must come to our homes to check a meter, make a repair, or deliver an item.
Overcoming language barriers during these face-to-face interactions frequently presents a challenge, which often leads to frustration for multicultural customers.Read More
A Virginia-based health center's quality improvement project was able to significantly improve depression care for a vulnerable multicultural population, research shows.
Annual societal costs associated with depression are estimated at $210 billion, and depression is the top cause of disability globally. For minority, immigrant, or refugee patients, cultural factors often impede depression treatment.
"Improving depression screening should lead to measurable outcomes for those who screen positive, including referral to mental health specialists, prescription of appropriate medications, and perhaps most importantly, scheduling of follow-up appointments to monitor signs and symptoms of depression," said Ann Schaeffer of the Harrisonburg Community Health Center.
"There are multiple barriers. These include clinics not prepared with screening tools in multiple languages; providers not culturally aware of the stigma attached to depression; lack of provider confidence in client engagement; and few referral options for multicultural populations."Read More
The increasingly competitive healthcare market is facing the problem of balancing the need to deliver good clinical outcomes with demands for patient satisfaction. Patients and families are increasingly taking the initiative in steering their healthcare experiences.Read More
For a majority of Americans, banking is just a part of life. However, roughly a third of the population has little or no access to a bank, according to the FDIC’s most recent National Survey of Unbanked and Underbanked Households.
That means banks and other financial institutions looking to expand their reach have a tremendous opportunity to do so by reaching this group - provided they use the right approach. Here’s a look at the unique needs of unbanked and underbanked populations and what organizations can do to bridge the gap.Read More
When you do something every day, you tend to lose perspective from time to time. It’s the nature of work that we get so close to what we do that we sometimes forget why we’re doing it.
Three recent news items have refreshed our perspective and reminded us of our “why.” They prompt us to remember that what we do each day is actually pretty remarkable.Read More
When Procter & Gamble started selling Pampers diapers in Japan, they used the classic image of a stork carrying a baby on the packaging. They later discovered that while the legend of the stork is common in the U.S., Japanese parents tell their children a different tale. Instead of arriving by stork, babies arrive in giant floating peaches.
You might think both legends are equally strange, but the fact is, you’re more likely to purchase a product that fits the narrative you know.
That’s why any brand introducing a new product to a global marketplace needs to consider localization, internationalization and globalization well before the launch.
Let’s take a closer look at the difference between these commonly confused terms and how they work together as part of a well-designed global marketing strategy.Read More