PeopleMetrics
NOVEMBER 1, 2022
Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?
Beyond Philosophy
MARCH 17, 2022
So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . Make a Deposit in the Customer’s Emotional Bank Account. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy.
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Beyond Philosophy
DECEMBER 19, 2016
In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account. However, to effectively use company values to build customer loyalty, you have to actually mean what you say!
COPC
APRIL 1, 2024
Picture a customer engaging with a chatbot on a bank’s website. The customer’s queries might cover a variety of banking services. Initially, they might ask about the process for opening a new savings account.
Beyond Philosophy
OCTOBER 29, 2014
When they removed that benefit to replace it with another one, their customers were enraged and still talk with pain about that years later. The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) This led to a large public revolt and forced the banks to axe their plans.
Beyond Philosophy
JANUARY 26, 2015
If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account. 4 Ways to Gain Customers’ Trust in Data Security. Five Insights on How to Build a Customer-Centric Organization. All attendees will receive a discount code for 50% off the eBook.
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. which accounts for only about 6% of global sales for the brand.
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