Tag Archives: Customer Satisfaction

Upset customer

5 signs you don’t have a customer-centric culture (and what to do about it)

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if your business has good intentions, some common themes may be rippling through your organization that are holding you back. Five signs you don’t have a customer-centric culture, and how to get

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Woman on mobile phone

4 Ways the Internet of Things is Transforming Customer Experience

Companies worldwide are narrowing their focus on the Internet of Things (IoT) – not because of the hype, but because it’s driving phenomenal growth opportunities. The world of products is becoming a whole new universe of services thanks to wireless sensors and connectivity. IoT is reframing the way we do business, and is increasingly changing

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Building customer empathy with insights from advanced analytics

Co-author: David Julian Can your customers “feel the love”? It’s more important than ever to build a customer-centric organization that infuses a sense of empathy into every customer interaction. Creating a positive emotional connection to your brand can be a powerful driver to increase customer retention and profitability. It usually starts by finding and fixing

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Are customers now happier with their banks?

“Customer satisfaction with retail banks climbed to 78 on a 100-point scale this year, up 1.3% from last year.” Source: American Banker Consumer Finance, “Banks’ Customer Satisfaction Returns to Pre-Crisis Levels,” Dec. 10, 2013. Why are people growing happier with their banks? Think online and mobile banking. Customers who use online banking have direct control

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