Appointments Are a Key Business Investment in the Experience Economy

Businesses already recognized the importance of appointments as an experience driver for customers and prospects before the pandemic.

Once the pandemic hit, however, the need and desire for appointments accelerated, and companies now see the ability to pre-book or schedule meetings as an integral part of providing personalized service to consumers. John Federman, CEO of JRNI, tapped Cimarron Buser, Founder & CEO of TASBIA (The Appointment Scheduling & Booking Industry Association) to share his insights about these increasing needs.

In working for an appointment and scheduling provider, Buser saw the need to educate companies on the value appointments could bring to their businesses, which led him to start TASBIA.

“I started the association last year with a two-fold mission,” Buser said. “First, to help appointment scheduling, booking, queuing and other similar technology providers that have common challenges, including trying to get access to industry information and trying to understand customer behavior. And, secondly, to promote the use of appointment scheduling to anyone interested. This is primarily business customers.”

Federman said that one of the trends he saw during the pandemic was the role of appointments transforming from a nice-to-have to a must-have for organizations in many industries. The usage of appointment features offered by companies also skyrocketed during this time.

“We’ve seen one top-10 U.S. bank increase their appointment volume by about 2,200%,” Federman said.

They went from 7,000 monthly appointments to 300,000 last month.

As the need for appointments increases, so does the efficiency. Businesses now strive to make the appointment experience as value-oriented for both sides as possible.

“Companies create a customer journey on the front end that asks a lot of questions, so that, when that appointment happens, the associate has all the information in hand,” Federman said. “That appointment is productive, it’s personal, it’s relevant and it delivers an experience that keeps people coming back.”

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

Education R&D
Will the New Education R&D Bill Spark the Innovation Schools Desperately Need?
April 25, 2025

In a rare show of bipartisan cooperation, Senators Michael Bennet (D-CO) and John Cornyn (R-TX) have introduced the New Essential Education Discoveries (NEED) Act, aimed at revolutionizing how the U.S. invests in education innovation. The bill proposes a new National Center for Advanced Development in Education—akin to DARPA but for schools—within the Institute for…

Read More
How Verizon Business Utilizes UGC for Sales Enablement
How Verizon Business Utilizes UGC for Sales Enablement
April 24, 2025

In this episode of UGC for B2B, host David Dabney welcomes Cesar Teran, Verizon’s Sales Enablement Lead for Channel, to explore how user-generated content (UGC) is transforming training and team engagement at Verizon Business. Cesar shares the journey of introducing UGC into Verizon’s training initiatives, emphasizing the importance of authenticity, collaboration, and celebrating contributions….

Read More
digital freight invoicing
ODeX Is Leading the Charge in Digital Freight Invoicing
April 24, 2025

Global shipping continues to grapple with fragmented billing processes, often delaying cargo movement. According to McKinsey, adopting an electronic bill of lading could save $6.5 billion in direct costs and enable $40 billion in global trade. As vessels carry goods for thousands of shippers per voyage, the administrative burden of managing and reconciling invoices…

Read More
Human Intelligence Movement
Just Thinking… about Reimagining Education for the AI Era with the Human Intelligence Movement
April 24, 2025

As artificial intelligence reshapes education, work, and daily life, educators are grappling with how to prepare students for a future where human skills—not just knowledge—will be paramount. In fact, a growing number of reports highlight that employers increasingly value collaboration, communication, and emotional intelligence over memorized content. Amid this transformation, the Human Intelligence Movement…

Read More