2002 Banking Consulting Surveys 
Beyond Philosophy
DECEMBER 19, 2017
Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. It is the essential concept we tout at our global Customer Experience consultancy. I founded Beyond Philosophy in the UK back in 2002. The Bad News. The Good News.
Beyond Philosophy
JANUARY 16, 2018
In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ When the company became part of Bank of America, the MBNA employees publicly thanked Charles Cawley, who founded the company, for all he had done on their behalf (see above). My paradigm example is, or was, MBNA America.
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Beyond Philosophy
SEPTEMBER 19, 2019
Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 One of the most extensive surveys in the UK, the Institute have been running the index twice a year for ten years. I have been consulting on Customer Experience since 2002.
GetFeedback
JANUARY 6, 2020
Examples might include shoppers at a store, a personal banking account, or cell phone service. Do you really want to give exactly the same survey to the CEO as you would to the user of what you’re selling? Surveys and other feedback collection should take that into account. . What percentage of customers should be surveyed?
Connecting the Dots
APRIL 21, 2017
Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. As we start bundling services in the banks and in telecommunications, we’ve seen the complexities rise. I am Darima Fotheringham.
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