by Richard Nehrboss | Oct 3, 2017 | Customer Experience Management, Financial Services, Utilities
Is your Customer Experience Measurement Program Delivering a Profitable ROI? It’s no secret that satisfied customers are essential for business success. That’s why organizations invest in programs to gather feedback and measure customer experience. However, the way...
by Richard Nehrboss | Sep 20, 2017 | Customer Experience Management, Research Methodology
Report on customer experience in banking provides insight into strategies, investment, effectiveness, challenges and measurement of CX. Interesting survey results from Financial Brand’s survey…. While banks are saying Customer Experience is a top strategic initiative,...
by Richard Nehrboss | Sep 19, 2017 | Customer Experience Management, Research Methodology
This is one of many surveys in the utility space where there is a recurring response. Customers want more than service delivery, they want to believe in and trust the service provider will keep them safe and secure and provide more efficient and innovative solutions....
by Richard Nehrboss | 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 Richard Nehrboss | Sep 12, 2017 | Customer Experience Management, Research Methodology
CX expert and blogger Colin Shaw says that a quality customer experience like Disney’s relies on constant technological innovation I agree with Colin Shaw that technological innovation helps Disney continue to win their customers over, but the core message of “seeing...
