INDUSTRIES

 

FINANCIAL SERVICES

Value Beyond Numbers

The 2008 financial crisis created some pretty big changes in the financial services industry. As large banks have returned their attention to retail banking products, consumers not only expect more innovation, but also want to see banking as more than a detached transaction. A large, impersonal, and siloed organization is a tougher sell when today’s consumers don’t want to feel like a number. Essentially, they want a financial institution they can trust: one that hears them, values them, and looks out for their best interests. That’s why it’s so important to shift from a sales model to a service model. A consumer who sees their relationship as more than a vault holding their money is more likely to stay a customer, and a great customer experience builds that relationship.  

70% of buying decisions are based on how customers feel they are being treated
— McKinsey Quarterly, The Moment of Truth in Customer Service
Banks that place a greater emphasis on improving their customer’s experience are 60% more profitable than their competitors.
— BCG Perspectives, Operational Excellence in Retail Banking, 2014

GOVERNMENT

Now Serving: Everyone

Government touches so many lives that the recent push to better serve customers isn’t surprising. With citizens as customers, their everyday reliance on private sector technologies means they expect more out of customer experiences. They want to access government services the way they access everything else: through their favorite devices, with personalized service. Likewise, government employees need tools that can keep up the pace and focus their efforts on the people they serve. A much-needed cultural shift from a “get the job done” mindset to one that puts citizens’ needs first regains lost trust and confidence. Overdue updates to legacy filing and storage and outmoded IT systems not only makes sharing between organizations easier, they also encourage a more collaborative and transparent experience for both employees and the citizens they serve. 

 

57% of citizens use their phone as a channel of contact - but social and online channels yield a higher satisfaction rate.
— Government Contact Center Satisfaction Index

CONSUMER GOODS

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90% of shoppers surveyed would prefer to buy in a brick-and-mortar store across demographic and age groups.
— A.T. Kearney Omnichannel Shopping Preferences Study

Let’s Get Personal

We’ve all seen how digital retail has transformed how people shop today, whether it’s a big box store, specialty shop, or luxury boutique. But sinking or swimming in the digital age isn’t about replacing physical stores with digital ones: it’s about combining the two in ways that really work. A fabulous digital experience complements the experience in brick-and-mortar stores, adding ways to personalize customer relationships and engage with them on a human level. A market that’s changing faster than brands can keep up on top of flat consumer spending has made for fierce competition. It’s time to let go of old legacies and start seeing technology as something to experiment and play with, a way to stay relevant and make shoppers feel catered to as individuals. And, since companies large and small are all staffed by people using social and mobile platforms every day, it makes sense to connect systems and devices so everything they need is at their fingertips. Ways to stay updated, informed, and organized empower employees to both better coordinate operations and continue improving and personalizing service. At the end of the day, a holistic experience is what keeps shoppers coming back for more. 

CONSUMER GOODS COMPANIES WE work with:


NONPROFIT

Build Support for Life

Relationships are the lifeblood of nonprofits, and building lasting constituent relationships is every nonprofit’s main goal. Putting all interactions with clients, supporters, members, funders, and volunteers in one place gives everyone in an organization the power to cultivate donor relationships and manage the donation cycle from start to finish. Today’s donors expect the same social and mobile experiences they enjoy with their favorite brands, and our communication tools create that kind of engagement. The right tools make it simple to update and shape social presence, stay on-the-go with constituents, and make them feel cared for personally. And, by creating relevant communities both internally and externally, everyone involved is more engaged and free to share information. Add in tools for program management and you’ll have everything you need to manage entire programs from one place, measure outcomes, and provide customer care, so staff can spend less time worrying about administration and more time on quality programs. 

Hiring a consultant is always a bit of a gamble, especially in these times, when it seems like everyone has hung up a shingle.

Cohesion, not only has a strong, verifiable history, prestigious clientele, and highly skilled staff, they also have a commitment to support implementation to meet a client’s deadline — working day and night if necessary.

They have had the best interests of our organization since Day 1.
— - Ria Davidson Vice President & Co-Founder The Dragonfly Foundation