by Joel Vaslow | Mar 27, 2018 | Customer Experience Management, Financial Services
How important is customer satisfaction for banks? Extremely. With so little else to compete on, delivering a great customer experience is the best way to make your bank stand out. In this article, we discuss why banks should care about the customer experience and how...
by Joel Vaslow | Oct 18, 2017 | Customer Experience Management, Financial Services
All channels need to be accessible, reliable and satisfy the customers’ needs. There is no baseline determination of what constitutes optimum customer engagement. For example, what may be a best-case-scenario for, say, Prudential may well be a worst one for...
by Joel Vaslow | Sep 14, 2017 | Customer Experience Management, Research Methodology
Our research supports many of the author’s points. In particular, our research shows that consumers who adopt digital channels as a means for interacting with their bank do not abandon traditional people-related channels. Similar to the functional/emotional...
by Joel Vaslow | Sep 6, 2017 | Research Methodology
Consumers are getting used to playing the field with banks. Winning their loyalty above all other suitors requires hard work and patience. Today, many banks define the strength of the relationship they have with a customer by the number of products or services that a...
by Joel Vaslow | Aug 30, 2017 | Customer Experience Management
As I’ve watched numerous organizations form or re-form customer experience teams, I’ve concluded that the best customer experience leaders don’t have prior customer experience leadership experience. In fact, prior customer experience leadership experience appears to...
