When most companies think about the customer journey, they speak in terms of the sales funnel – a combination of awareness, interest, evaluation, and ending with conversion. They might have a process for sending marketing emails meant to inspire a return purchase, but beyond that, most companies make no effort to communicate with customers after [...]
On the same day I published a post on the Clientific blog about the sometimes disappointing allure of technology (Technology is Not a Silver Bullet), the always insightful Discerning Technologist Brad Leimer shared a post from The Financial Brand on LinkedIn (Big Study Examines Retail Channel Preferences).
The study, sponsored by Cisco, showed strong consumer [...]
In an effort to increase transparency for credit card customers, the Consumer Financial Protection Bureau (CFPB) began sharing “individual consumer level complaint data” with the public in early July. Analysis of the database can reveal insights that will help banks mitigate risks and improve the customer experience. The most prevalent type of complaint in the [...]