by Richard Nehrboss | Dec 13, 2017 | Customer Experience Management, Research Methodology, Utilities
Not long ago, the utility industry was doing a poor job relating to its customers as just that, customers. Reduced to impersonal references such as a “load,” “meter” or “ratepayer,” customers felt little positive connection to the utilities they paid handsomely to...
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...
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...
