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Bradley Chalupski

Recent Posts

[Community] Refresher Community Management Tactics to Consider

Posted by Bradley Chalupski on Jul 30, 2018 5:59:00 AM

3 minute read

Community management is both the oldest and newest responsibility at any modern company.

Keeping on top of your community of customers and engaging with them are one of the oldest tactics there is. At the same time, innovations in community management are changing the ways in which companies need to undertake this task at light speed.

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Topics: Community

[Finance] Customers are Turning to Communities for Financial Advice

Posted by Bradley Chalupski on Jul 23, 2018 9:00:00 AM

4 minute read

No one can blame banks for being confused as they struggle to meet bottom-line targets.

After all, their overall strategy is as fundamentally sound as it always has been — interact with customers in a way that drives revenue and profits. The problem is what that looks like has changed faster than banks have been able to adapt.

Traditionally, profitable customer interactions came from decreasing the cost of interactions with the bank, even if it harmed customer experience. But in a world where banking services are increasingly commoditized, banks must differentiate their customer experience to remain competitive.

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Topics: Fintech

[Support] 5 Steps to Building Customer Self-Service Options from the Ground Up

Posted by Bradley Chalupski on Jul 5, 2018 9:57:12 AM

3 minute read

Providing positive customer experiences is important at every touchpoint, but for customer service, that need is critical. At the same time, customers are demanding more than ever. Research shows that the time businesses have to respond to customer queries is increasingly narrow.

In fact, a 2017 study found that 27% of customers expect to receive an instant response to email while 62% expect it within 24 hours. With the high volume of customer tickets coming in, keeping up with this expectation is as difficult as it is necessary.

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Topics: Support

[Community] Future Innovations in Community Management

Posted by Bradley Chalupski on Jun 26, 2018 10:12:23 AM

3 minute read

In our view, community management is both the earliest and latest responsibility of any business .

Keeping on top of and engaging your community of customers should be a priority. At the same time, innovations in community management are changing the ways in which companies must swiftly undertake this task.

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Topics: Community

[Fintech] Customer Experience is the New Competitive Advantage

Posted by Bradley Chalupski on Jun 21, 2018 9:29:30 AM

4 minute read

As more and more consumers continue to turn to Fintech disruptors in areas that were traditionally the province of banks, financial institutions are finding it increasingly difficult to differentiate themselves in the market. Already in 2015, majority of banking customers said that they would prefer to use their mobile phone to their physical wallet.

This is just one of many statistics illustrating the gradual phaseout of traditional financial methods in favour of digital alternatives. But what's interesting is that in many ways, the traditional banking sector has misdiagnosed the problem as one of technology.

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Topics: Fintech

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