by Richard Nehrboss | Aug 9, 2017 | Customer Experience Management, Research Methodology
With so many choices for consumers in every industry, what drives customer loyalty? How can companies build a strong long-term relationship when a seemingly better product or service may be just around the corner? Tracking and analyzing transactional data, and...
by Richard Nehrboss | Aug 8, 2017 | Customer Experience Management, Research Methodology
Branch traffic will plummet in the next five years, forcing banks and credit unions to explore increasingly extreme cost-cutting measures. While it’s true that consumers are becoming increasingly comfortable with non-traditional banking channels, branch banking isn’t...
by Richard Nehrboss | Aug 3, 2017 | Customer Experience Management, Research Methodology
Here is a good story on how to align corporate goals and expectations with customer satisfaction and expectations. Achieving your corporate goals would be challenging if your customers are not satisfied. Read the full article at: customerthink.com
by Richard Nehrboss | 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 Richard Nehrboss | Jul 25, 2017 | Customer Experience Management, Research Methodology
Top business leaders spend five hours a week dedicated to deliberate learning. Reading is so much more than just keeping abreast of the latest news, or learning a new skill. Reading is a really good way to exercise your brain. There are numerous studies that report...
by Richard Nehrboss | Jul 20, 2017 | Customer Experience Management, Research Methodology
With Lance Brown, Vice President of Customer Service Solutions, Smart Energy Water (SEW) Utilities across the globe are transitioning, shifting their role from passive commodity providers to customer-centric service providers. Customer expectations for real time...
