Happy Customers = Happy Banks

Blueworx

With the increase in technology making competition for customers more fierce than ever, banks have a huge incentive to improve their customer experience. The post Happy Customers = Happy Banks appeared first on Blueworx. Blog AI Banks Customer Experience CX IVR

Big Banks: What Are They Hiding?

Beyond Philosophy

Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. Banking industry lobbyists fought hard for this change and gained significant support. After contacting the bank (or not), most people just drop it. Do you trust your bank?

Trending Sources

Unbelievable Violation By World Renowned Bank – Record Fines!

Beyond Philosophy

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.

What are Bank Contact Centers Doing Right?

inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%

The New Standard: Why Employee Obsession Matters

agents and bank tellers, just to. Bryce Maddock & Jaspar Weir Co-Founders, TaskUs Next Generation Customer Experience CX Consulting | Digital Transformation | Outsourcing. 800-400-TASK | www.taskus.com The New. Standard: Why Employee.

Is Trust Really an Emotion? Generally,Yes…And It Is Critical In Customer-Supplier Relationship…Just Ask Banks!

Beyond Philosophy

Consumer financial service industries, such as banking, investments and insurance, are sectors where trust and confidence play a particularly important role in key elements of the customer life cycle: selection, loyalty, and defection. Retail banking, in particular, has seen both success and failure because of customer trust. Big national and large regional banks are particularly vulnerable. In classic psychological terms, trust is considered more a ‘feeder’ of emotion.

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Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. The mini-documentary TD Bank created about the campaign has been viewed over 5 million times on YouTube. – Michael Lowenstein, Ph.D.,

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Faces of Customer Experience: Ali Banks

Customers That Stick

Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. To connect with Ali Banks further visit her at www.sitkasalmonshares.com.

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

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. The Bottom 10 Companies Technically, Bank of America isn’t listed here by name but they do fall under the label of “Any Bank.” I would argue that this is true of Bank of America. I am not a fan of banks. In my experience, banks don’t ever put the customer first.

Happy Customers Live in the Cloud

Win the Customer

There was a time when customer service consisted of a row of operators answering calls, using a bank of telephones. If the call center was understaffed, customers would wait for nearly an hour to talk to a representative.

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Brad Cleveland

Wells Fargo Banker Connection has a somewhat more formal, polished atmosphere — expected and fitting in the banking environment. Cultures vary dramatically from one organization to the next.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

You are a lifelong customer of Locality Bank. Your parents took you in to the bank open your first account when you were a child, and you remember how you felt when a moneybox was presented to you as a thank you. Locality Bank are the first people that spring to mind.

From Zero to $5 Billion Powered by Customer Service Experience

Win the Customer

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Why your contact center is a massive fraud risk

Call Center Coach

Pindrop has been selected by the world’s largest banks, insurers, brokerages and retailers, detecting over 80% of fraud, even for attackers never seen before. Over the past few years there has been a large focus to develop security solutions for mobile and online channels.

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

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. Technically, Bank of America isn’t listed here by name but they do fall under the label of “Any Bank.” I would argue that this is true of Bank of America. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Don’t Confuse Customer Services with Customer Service

Bill Quiseng

Banks have replaced tellers with ATM’s, direct deposit and internet banking. Where banks might have been the first to offer self-service options and debit cards, stores now offer ATM’s and their own credit card services, stealing fees and interest revenue from banks.

Post Call IVR Surveys: Even More Popular But Not That Useful

Genroe

After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. Comments Sarah, Thanks for stopping by. I don't have specific words.

In customer service, your people are NOT your most important asset.

Bill Quiseng

Like many of you, when I earned my first paycheck there was no direct deposit or internet banking. We would have to go weekly to the bank to deposit our paycheck. But with on-line banking and ATM’s, when was the last time you had to actually go into a bank?

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

Banking is also an online and mobile experience, making it easy to launch Twitter and tweet a question or concern by consumers comfortable with social media. It was May 2001 and I was just kicking off my first contact center software implementation as a project manager.

5 Top CX Trends For Survival in the Age of the Customer

360Connext

So it’s become almost cliche to hear how a bank wants to be the “Uber” of banking or a dentist wants to offer service “like Amazon.” The way we create and deliver customer experiences is constantly evolving in this rapidly changing space.

Avoid Angry Customers with The No Fault Technique

Toister Performance Solutions

The customer service representative responded by saying that, based on the error message the customer received, the most likely causes were an incorrect debit card number, insufficient funds, or a bank error. If this happens, a quick phone call to your bank will allow the charge to go through.

Avaya Shakes Off Debt, Heading to Public Market

Fonolo

Banking giant ING recently switched from an Avaya call center to a system built internally using Twilio APIs. 10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry.

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The customer feedback experience – an experience not to be taken for granted!

ijgolding

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […]. CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Customer Experience Matters

Its banking business earned the only […]. Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. 2017 Temkin Ratings customer service

2018 Customer Experience Trends

The Center for Client Retention

Banking reviews is a great investment in the future for any service professional who consistently earns high marks from customers.

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design. It’s understandable why TD Bank’s marketing takes this approach to value.

Keys to Contact Center Consistency and Compliance

Call Center Weekly

That is especially true for industries such as banking and insurance, which are heavily regulated. By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance.

Why Mindfulness Belongs in Your Call Center

Customer Centric Support

On a larger scale, a few years ago Bank of America leadership was fraught with staffing issues at all of their many international call centers. Practicing mindfulness has been a popular concept in western society for many years now.

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design. It’s understandable why TD Bank’s marketing takes this approach to value.

8 Worst Mistakes You Don’t Want to repeat!

Beyond Philosophy

Bank of America planned to charge Customers a $5 debit card fee right after taxpayers bailed them out of insolvency. Customers threw all their toys out of the crib about it, pledging to move their money out of the big bank. Ever blown it with a Customer? We all have.

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Customer Experience Matters

2017 UK Temkin Ratings Audi Bank of Scotland BMW John Lewis M&S Food Nationwide Nissan Virgin AtlanticTrust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S. This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […].

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. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program.

Who Owns Customer Service?

ShepHyken

In 2000 Bank of America bought the domain name for $3 million. Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com.

Want More Sales? Give All Your Money Away!

Beyond Philosophy

Wells Fargo Bank bank, for example, is recovering from a scandal in which it fraudulently opened thousands of bank and credit card accounts, boosting its own fees and earning bonuses for its employees at customers’ expense.

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Customers Buying Habits Are Changing. Are You Keeping Up?

ShepHyken

Did ATM’s eliminate bank tellers? Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry.

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Weology: We Comes Before Me - Part 1

CX Journey

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. In order to do that, they clearly need to think differently (especially for a bank!);

Customer Engagement Center Series: Proactive Outreach

Aspect

I hate to admit it, but if my bank didn’t send me alerts reminding me to pay my bills, I’m sure my payments would be late far too often.

Why Must I Repeat Myself Again and Again?

ShepHyken

So maybe the people at Headsets.com aren’t dealing with sensitive information like a bank or insurance company, but the point is once you have given any information to a customer support rep, you shouldn’t have to repeat it again. Customer Support.