September 1, 2013 Customer Strategist Customer Experience in Retail Banking: The Bank's Perspective Akbank and BNP Paribas made improvements to the customer experience, which in turn made significant improvements to their bottom line. Retail Banking
February 1, 2013 Customer Strategist Customer Experience Innovation: No Genius Required Real innovation comes from adopting three customer experience disciplines: strategy, customer understanding, and design.
September 1, 2012 Customer Strategist Customer Focus Sits at the Forefront in Financial Services Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients. Financial Technology
September 1, 2011 Blog Customer Experience Management Strategy and Best Practices Profitable business performance is not a one-time activity. It is an ongoing evolution that requires rich, cross-channel customer intelligence.
September 1, 2011 Customer Strategist Customers Speak Volumes. Are You Listening? In today's increasingly social world, more and more customers are sharing their opinions directly and indirectly across multiple channels. These online behaviors provide a treasure trove of business insight.
December 1, 2010 Customer Strategist Is Customer Experience Profitable? You Can Bank on It Customer satisfaction with most banks is at its lowest in years. Banks could win customer loyalty by showcasing experience excellence. Retail Banking
October 1, 2010 Customer Strategist Customer Experience Excellence: Distinguishing the “Strugglers” from the “Succeeders” Research reveals the traits that enable companies to offer a superior customer experience.
April 1, 2010 Customer Strategist Customer Value Drives Growth at Nordea Bank The multinational financial services firm uses a relationship banking model to unify its operations and ensure its long-term success. Retail Banking
April 1, 2010 Customer Strategist Customer Experience Improvements Build Customer Value Canada Post builds customer value by linking customer experience improvements to its strategic objectives. Public Sector and Government
September 1, 2009 Customer Strategist Customer Equity Management in Banking Measuring and managing banking with customer equity management and Return on Customer is the best way to increase a retail bank’s long-term customer value. Retail Banking
April 1, 2009 Customer Strategist The Customer Rules Delivering a top-notch customer experience is more important than ever to companies’ continued success. Several recent studies show the link between customer experience and bottom-line performance.
