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...
by Richard Nehrboss | Sep 12, 2017 | Customer Experience Management, Research Methodology
Customer Experience matters in banking more than ever in this age, these statistics reveal an urgent need for traditional banks to start Surveying customers, measuring customer satisfaction and responding to the customer’s experience is a critical component to...
by Richard Nehrboss | Sep 7, 2017 | Customer Experience Management, Research Methodology
Customer experience measurement is important, we all understand that by now. But what happens from a financial perspective when you actually use the feedback to make meaningful and sustainable improvements? Read the full article
by Richard Nehrboss | Aug 31, 2017 | Customer Experience Management, Utilities
Across the US, utility companies are revamping their communication strategies and implementing tools to manage and track customer experience. Why? To keep up with consumers’ increasing expectations and to find more efficient ways of providing service. This is...
by Richard Nehrboss | 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...
