by julian | Oct 10, 2017 | Customer Experience Management
This is an interesting article about the difference between customer satisfaction and customer loyalty and how to measure and increase loyalty. The author makes a good case for the difference in the two concepts and the critical importance of understanding and...
by julian | Sep 5, 2017 | Research Methodology
Improving loyalty is a big reason companies survey customers.The challenge is finding ways to actually accomplish that goal. Customer service leaders tell me confidentially that analyzing survey data is astruggle. Getting leaders to take meaningful action is another...
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...
by julian | Jul 14, 2017 | Financial Services
Consumers have an increasing number of banking options as channels continue to be added and enhanced. Research shows that not only are customers taking advantage of this added flexibility, but they’re also continuing to visit branches at a frequency that might...
by julian | Feb 25, 2014 | Customer Experience Management, Financial Services
Thanks to the Consumer Financial Protection Bureau (CFPB) and its handling of consumer complaints, banks are increasingly focused on where they stand in this public database. Unfortunately, this only represents a small sample of what might be going wrong: most...