by Joni Williams | Aug 9, 2017 | Customer Experience Management, Research Methodology
With so many choices for consumers in every industry, what drives customer loyalty? How can companies build a strong long-term relationship when a seemingly better product or service may be just around the corner? Tracking and analyzing transactional data, and...
by Marketing | Aug 8, 2017 | Customer Experience Management, Research Methodology
Branch traffic will plummet in the next five years, forcing banks and credit unions to explore increasingly extreme cost-cutting measures. While it’s true that consumers are becoming increasingly comfortable with non-traditional banking channels, branch banking isn’t...
by Marketing | Aug 3, 2017 | Customer Experience Management, Research Methodology
Here is a good story on how to align corporate goals and expectations with customer satisfaction and expectations. Achieving your corporate goals would be challenging if your customers are not satisfied. Read the full article at: customerthink.com
by julian | Aug 2, 2017 | Customer Experience Management, Research Methodology
Though we advocate a slightly different approach, this is a good article on NPS analysis that talks about digging a little deeper to understand what is driving the metric. While the simplicity of NPS is attractive, it is important to ask some follow-up questions to...