Michigan universities and associations are stepping up workforce development efforts to ensure that businesses are able to find talent that will help the companies thrive in Michigan.
Customer service representatives have a tough job. They must represent the face of the company to customers while being internally monitored and measured via a myriad of metrics: first call resolution, call length, and percent of transfers, to name a few. Fortunately, when done well, upselling customers and ensuring customer satisfaction go hand in hand.
One of the largest commercial real estate transactions on record in Ann Arbor was completed in what many have called the “deal of the year.” In a $103M deal, Oxford Companies led a group of investors in the acquisition of a portfolio from McMullen Realty Co. For a comparison, the University of Michigan bought the Pfizer property for $108M.
It’s not enough to have a complete customer feedback system that reflects the customer experience across the organization’s touch points: branch, contact center, online and indirect brand engagement. You need to setup your approach to analyze the results and take concrete action from the feedback.
Every company now has mechanisms for capturing customer feedback. As the discipline of customer connectedness matures, the real challenge lies in orchestrating these feedback mechanisms across the customer touchpoints and throughout the organization.
The holiday shopping season represents a large chunk of sales for many retailers. With a late Thanksgiving, though, there are six fewer days between Thanksgiving and Christmas this year, making this year the shortest holiday season in more than a decade. A recent report by Adobe Digital Index estimated that these lost six days could cost retailers $1.5 billion in lost sales.
While the number of credit unions that offer mobile apps is rising, many do not yet make them an integral part of their member acquisition and retention strategy. This is a mistake that can open up significant risk to credit unions. A recent CFI Group study found that 12% of credit union members may consider leaving their credit union if it does not offer a mobile app. Creating an attractive, useful and convenient mobile app for members can reduce the risk of member churn.