Beyond Philosophy
JANUARY 26, 2015
One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.
Beyond Philosophy
SEPTEMBER 11, 2014
Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. According to the global leaders, that’s because: They deliver excellence customer service. I would argue that this is true of Bank of America. Billion last year.
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Beyond Philosophy
SEPTEMBER 11, 2014
Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. According to the global leaders, that’s because: They deliver excellence customer service. I would argue that this is true of Bank of America. Billion last year.
The Petrova Experience
DECEMBER 20, 2022
T-Mobile excelled in customer experience in 2022 because of strategic marketing and customer experience decisions the mobile provider made starting with Un-carrier Campaign it launched in 2013. The campaign, which T-Mobile describes as 100% customer commitment , aimed to disrupt the mobile provider landscape.
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,
PeopleMetrics
APRIL 28, 2015
This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. In 2014, the most likely reason a customer is in the branch is to resolve an issue.
Beyond Philosophy
JUNE 11, 2015
A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. In the U.S.,
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