12 Communications Lessons You Can Learn From Other Industries


The online world in which we live offers a broad range of learning opportunities. While online learning is a viable option, you can even pick up a great deal of knowledge just by watching how others act. In addition, in the realm of communications lessons can be learned from a variety of other industries.

In today’s fast-paced digital landscape, communicators are faced with mounting challenges and diverse situations that require putting every trick in the book to use. Sometimes, the training received for a marketing job may not be enough to successfully overcome these situations. Marketers and communicators have to draw from personal experience or lessons learned from a completely different industry in order to navigate the challenges at hand.

Forbes asked 12 marketing experts to share their ideas about lessons you can learn from a variety of other industries. Among those professionals polled was Holly Chessman, Glance Networks’ VP of Marketing.

Face-to-face contact is still important

Holly wrote about the amazing way that TurboTax has used visual engagement to improve customer experience. With Glance Networks’ visual engagement solutions, including cobrowse and one-way agent video, Intuit is making tax preparation and filing smoother for millions of TurboTax’s users.

However, rather than just accept that our customer is improving customer experience, one of our employees decided to try using the service himself. Here’s the story, as it was reported to Holly:

TurboTax can view your returns online and have a live person guide you through the process via video. My coworker was totally frustrated by his taxes. After a video conversation and guidance from the TurboTax agent, not only was my friend less confused, but he ended up with a better return. Now he loves TurboTax. Loving taxes? That’s impressive. Face-to-face contact is impactful — even online.

Initially, Intuit rolled out the SmartLook capability to thousands of experts across 15 different locations. The business conducted more than one million customer interactions with dramatic results:

  • Improved Intuit’s Customer Resolution Rate by 10% Tweet: Visual engagement solutions helped improve Intuit’s Customer Resolution Rate by 10% http://bit.ly/2ozXKDw @glancenetworks
  • Increased Transactional Net Promoter Score (tNPS) by 18% Tweet: Visual Engagement Solutions Helped Raise Intuit's Transactional Net Promoter Score (tNPS) by 18% http://bit.ly/2ozXKDw via @glancenetworks
  • Reduced Average Hold Time (AHT) by more than 15% Tweet: Visual Engagement Helped Reduce Intuit Average Hold Time (AHT) by over 15% http://bit.ly/2ozXKDw via @glancenetworks

Remarkably, Intuit’s Net Promoter Score (NPS) was higher than Uber, Google, and Microsoft Office. Quite an achievement in a product dedicated to taxes.

Want to read Intuit’s full story? Check out the complete success story!

Communications lessons you can learn from other industries

Want to read the rest of the Forbes article to learn more about the knowledge you can gain from watching how others interact? Check out the complete article here: 12 Communications Lessons Marketers Can Learn From Other Industries.

About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we use integrated cobrowse, screen share, and agent video to transform the customer experience for today’s business. Learn More »

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