by graham@customerresults.com | Sep 24, 2013 | Uncategorized
For the past ten years banks and financial services have been working to provide a one bankexperience. At its basic level this means providing all the offered products and services in one place. That could be a “portal”, or a single 1-800 number or a branch...
by graham@customerresults.com | Sep 17, 2013 | Uncategorized
There is a lot of talk, a lot of work and a lot of success amongst the customer experience professionals of the world about optimizing interactions. More and more interactions continue to move to online and more of those to mobile. Social is finally starting to make...
by graham@customerresults.com | Sep 10, 2013 | Uncategorized
I was chatting with a banking executive today, recently promoted as a VP customer experience and engagement, who is facing a conundrum. He has just completed a national survey of his consumer base (which includes both consumer consumers and small businesses). ...
by graham@customerresults.com | Aug 27, 2013 | Uncategorized
Much is made of the evolution of Voice of the Customer (VoC) programs over the past 30 years. VoC is defined by Adele Sage (@adelesage) over at Forrester Research as “a systematic approach for collecting customer feedback, mining that feedback for insights, and then...
by graham@customerresults.com | Aug 15, 2013 | Uncategorized
Energetic discussion #1 of the past couple of weeks has been the impact of Core, Casual and Aspirational customers on Customer Relationship Experience (CRX) strategy. A few simple definitions and some questions may help. Core Customer –the customer segment or...
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