JRNI Podcast: The Experience Evolution, Episode 2 - Appointments are a key business investment in the experience economy
In this episode of The Experience Evolution, learn why appointment scheduling is a must-have to drive better customer engagement and loyalty.
In the second episode of JRNI's podcast, The Experience Evolution, CEO John Federman and Cimarron Buser, Founder & CEO of TASBIA (The Appointment Scheduling & Booking Industry Association), discuss the importance of appointment scheduling and how it's becoming integral to the operations of businesses in retail, financial services, and many other industries.
Key takeaways:
• How appointment scheduling is no longer a nice-to-have, but a must-have to meet consumer expectations
• How appointments have become integral to the operations of enterprise-level companies
• How the pandemic accelerated the want and need for appointments, and how many businesses utilized them to continue provide personalized, human-to-human experiences
• Appointment scheduling trends, including how appointment times are going down, while productivity is going up
“[Appointments] continue to provide a considerable value to consumers,” Federman said. “So if you think about it, it circles back to the importance of providing true omnichannel, personalized, frictionless experiences, and you don't get that personalization and human connection by just browsing products and services online, or frankly, in person. You get that when you are paired with an expert, to help you shop for that new wardrobe or plan your next financial move.”
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