article thumbnail

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. Wells Fargo is a big retail bank in the U.S. Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe.

Airlines 432
article thumbnail

At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Beyond Philosophy

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. The largest banks appear to be all about building branch relationships through technology. Are they both? Are they neither?

Banking 310
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. A friend of mine told me, he received a text message from his bank that he’ll be charged for some supplementary medical insurance contract he signed 3 years ago.

Airlines 499
article thumbnail

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. For example, not so long ago, people didn’t want to migrate to online banking. However, online banking has proved to be helpful to society. Technology is Already Sharing Information about You.

Airlines 354
article thumbnail

Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

article thumbnail

Experiential Calluses Against Poor CX

ShepHyken

The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. For example, switching banks isn’t easy. He didn’t like the way big airlines treated customers. Customers may have built up tolerance in the form of an experiential callus to the way the airlines treated them.

Airlines 243
article thumbnail

KNOWLEDGE DOES NOT EQUAL SECURITY

pindrop

Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week 1 after a key piece of internet infrastructure failed, sparking the second major interruption of the past two weeks. . Please click here to learn how First National Bank of Omaha saved 2.5

Airlines 104