By JP Nicols on November 26th, 2012
1 comment
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 [...]
By Brandon Purcell on August 7th, 2012
No comments yet
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 [...]
By Shaw Taylor on October 14th, 2011
No comments yet
Retail banking is now witnessing a change similar to when banks began embracing the Internet in the 1990s. Back then, banks actively pursued the opportunity but their efforts lagged that of other industries and consumer demand.
Fast-forward to 2011, where social media is providing retail banking with a similar opportunity; some 750 million consumers spend [...]
By Gavin James on October 5th, 2011
1 comment
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty.
If customers voice disgruntled opinions [...]
By Brandon Purcell on October 3rd, 2011
1 comment
For the past 35 years, JP Morgan Chase has hosted the Corporate Challenge, a series of 3.5 mile footraces in cities across the globe. JP Morgan describes the event on its website as “a global celebration of corporate teamwork, camaraderie, and community giving.” So far this year, over 225,000 people have participated in the event, [...]
By Gavin James on June 20th, 2011
1 comment
“The less people know, the more they yell.” – Funny, but true, this quote by bestselling author Seth Godin highlights why effective communication is key.
Your company’s change initiative may aim to introduce a new IT system, reduce costs through a reorganization, or evolve your brand positioning. If you want to successfully manage such an [...]
By Gavin James on May 13th, 2011
No comments yet
In today’s business world, real ROI and long-term profitability come from optimizing the customer experience –and a key part of this is effective communications. From marketing to servicing, through interactions across all touch points, you need to communicate in ways that resonate with your customers.
So how do you figure out what to say and [...]
By Nina Katz on March 8th, 2011
No comments yet
Would you like to boost the power of your brand – every time you communicate with customers? You can help your internal team write messaging that reinforces your brand by providing one-page reference tools, brand-related FAQs, training, and more.
One-page reference tools. With the workload of today’s staff, it’s easier for employees to use a [...]
By Nina Katz on February 17th, 2011
No comments yet
What information do clients want from their financial advisors? Recent publications and common sense say that it’s more than reports, charts, and graphs.
1. Clients want to know how the reporting they receive relates to their personal situation and goals. That’s why Rockland Bank “provides ‘road map’ reports that track the client’s portfolio from the [...]
By Steve Ramirez on November 17th, 2010
1 comment
Recently I had the pleasure of joining employee communications colleagues in an interview conducted by Elizabeth Castro of O’Malley Hansen Communications. Nate Riggs of Social Business Strategies, Kevin Johnson of BT (formerly British Telephone), Rachel Allen of London Overground Rail Operations, and I took part in a far-ranging conversation that touched on myriad topics. Among [...]
|
About the Blog Insights on Customer Experience, including Strategy, Analytics, and Social Business
|