2013 Banking Customer centricity Customer Experience 
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.
The Petrova Experience
DECEMBER 20, 2022
Customer experience strategy guides exceptional experience and bolsters growth. In fact, a well-crafted, consistently deployed CX strategy built to address customer personas, needs, and wants, and to anticipate market changes and opportunities, contributes to customer experience as a competitive advantage.
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Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. 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. I would argue that this is true of Bank of America.
Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. 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. I would argue that this is true of Bank of America.
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
They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Trader Joe’s does not have a customer loyalty program. In the U.S.,
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