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The Qmatic Team
2 min read
3 Steps to Less Perceived Wait and More Customer Delight
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is invariably one of the most important factors in his or her journey. Fortunately, understanding how to create an engaging, positive waiting experience has a lot to do wit...
3 min read
Online and In Line: The Secret to Great Omnichannel Banking
In May 2015, Javelin Research reported that banking had hit an inflection point.[1] At that point, 23% of primary bank customers in the U.S. described themselves as “mobile first,” meaning that they rely primarily on mobile for checking account activities. And in general, as many bank customers turn...
2 min read
You Will Never Have Happy Customers without Happy Employees
Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed, nicer, more loyal, and mor...
2 min read
Pinpointing Value: How Beacon Technology Improves the Retail Experience
Only a year ago, online and mobile shopping hit tipping points, overtaking brick-and-mortar shopping. Some analysts were sounding a death knell for the in-store experience. In part, this was due to growing customer demands for instant service accommodation, product availability, and an easy, persona...
2 min read
Why Knowing Human Psychology is the First Step in a Great Customer Journey
Do you like to stand in line? No. Of course you don’t. Ask anyone whether they like standing in line, and the answer will almost invariably be ‘no.’ Despite all the things we can do online, we still typically connect with products and services in a physical space. We might start our customer journey...
2 min read
Perception and Profit: How Customer Experience Drives Growth
The customer journey has become increasingly important to every organization across every industry. We have talked about how social media gives your customer a powerful voice and is important to the perception and strength of your organization. Now let’s take a look at how the customer journey influ...
2 min read
The Business with the Best Customer Service Wins
It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease and connectivity of social media and online review sites, your customers hold more and more of the cards. In the Age of the Customer, the business with the best ...
2 min read
The One Thing You Need for an Impactful Customer Experience
These days, it’s almost impossible to think of a place that lacks at least some kind of structured queuing process. From check-in kiosks to digital signage throughout the environment, people expect to have a degree of control over their experience, as well as a sense of awareness about their waiting...
2 min read
Get Your License and Go: How Qmatic is Transforming the DMV
Historically, on a list of organizations that provide a great customer experience, the Department of Motor Vehicles (DMV) has ranked low. A reputation for disorganization, long waits, and general operational inefficiency all contribute to this perception. Qmatic has become an agent of change for thi...