Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Sources: Digby, James. “50

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 6, 2015

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. Experts posit that these vehicles would emit 10 to 40% more than what shows up on the test.

Banking 406

Banking Consulting Consulting Government 406

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. If you think you’re getting a little more love from your bank, you might be correct.

Customer Service 48

Customer Service Banking Contact Center Self service 48

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

SmartKarrot

SEPTEMBER 3, 2021

Retention marketing is so effective that SEMRush states that a loyal customer usually spends 67 percent in their 31st-36th month on a brand rather than in the first six months of use. In this post, we’ll discuss retention marketing, why it’s essential for your business and some compelling strategies that you can bank on.

Marketing 10

Marketing Banking Customer retention Feedback 10

Netomi

JANUARY 5, 2022

In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.” Gainsight has been the main flag-bearer of the customer success movement, organizing a global network of events under the Pulse banner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98