by Marketing | Oct 11, 2017 | Customer Experience Management
While customers are accessing their bank accounts through numerous channels, one thing remains clear. Consumers want good customer service from their banks. Whether the customer steps into a branch or accesses their account from their mobile device, customers expect...
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 Marketing | Oct 5, 2017 | Customer Experience Management
It’s all about the data…but more importantly it’s about the customer. As someone who loves data and the insights that can be gleaned from data, it is an exciting time – especially for utilities. For utilities that have taken that step to install smart meters,...
by Marketing | 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 Marketing | 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 Marketing | 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....