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Showing posts with the label customer journey

Competitive Analysis With SEMRush and Summit Community Bank

  Summit Community Bank is a nearly $4 billion regional community bank. It provides banking, lending, and trust and wealth management services at 44 banking locations across three states. While primarily focused on maintaining its strong footprint in legacy locations, Summit Community Bank has used a successful merger and acquisition strategy to encourage steady growth over the last six years. As it continues to grow in new markets, new opportunities bring new, diverse challenges, including exploring new peers and competitors, expanding brand awareness, and capturing market share. In the digital landscape, competitive analysis is especially important when it comes to optimizing one of an organization’s most valuable online resources, its website.  Competitive analysis, as SEMrush notes, can help benchmark a business’ current SEO performance, identify areas of improvement in SEO strategy, reveal any competitor gaps or weaknesses, and discover competitors' winning strategies (Sl...
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What we have learned about CX based on the Pandemic

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  Hello Class, Here is an article that I shared on Twitter and Linked In because I thought it was valuable:  CX Lessons There were many great points included and the issues with contact centers resonated with me. We were working on improvising the quality of care that our customers received from our contact centers, and our three centers were all based in the United States. At the time, we were looking to add bots and AI to make the process easier and to make the actual humans more productive. It was working but it was a journey. The other point is that the customer journey must improve. We need to respond more quickly and we need to be more empathetic, The customer has too much information at their fingertips (literally) and we need to be more supportive.  I hope you will read the article and take it forward in your dealings with the public, who are also your customers and clients. Prof. T
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Journey to Fully Knowing the Customer

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We often find ourselves in a bind today related to having enough, or actually, the correct information about our customers. We want to be highly personal, and we do not want to step over the line but doing that requires a great deal of knowledge. Today, collecting data and information on our visitors to our sites, to our apps and to our social media platforms is fairly easy. There are also numerous third party entities that are collecting data. But solid knowledge is not something we have full access to right from the beginning. It needs to develop and unfold over time. Personalization – true personalization – often requires ongoing interactions and history. We may get some idea early on about the visitor and their profile, but building a profile over time that is using our data, and not someone else’s data, is the best method of achieving true personalization. Mobile has been tremendously helpful in building customer profiles, but it has also made the customer more unp...
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