2015 Brand Ambassador Award Winners: Lessons in Customer Centricity


PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Three Qualities of Brand Ambassadors. Brand Ambassadors also build relationships with their customers.

The value of happier call center agents


Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. One way banks can remove annoying telephone interrogations is by automating the authentication process.

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Best Practices for Customer-Centric Decision Making


As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Great customer experiences don’t just happen.

How Can Wells Fargo Recover From Massive Stakeholder Insensitivity?

Beyond Philosophy

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. They have brand ambassadors. Michael Lowenstein, Ph.D.,

Introducing BB: The Bold360 Chatbot

bold360 Blog

As companies create more customer facing AI-powered experiences, this continuum will only become more important to properly navigate as it is an extension of the company brand and may become the first line of most customer interactions. If your customers are trying to focus more on finding information and completing transactions, like in banking, you may want to just create a name and icon for your chatbot and not over design it. Create bot brand guidelines.

Four Cool Ways to Cement Customer Trust


If AT&T were an empathetic brand they''d consider their policies from their customers'' point of view. Some brands are going much deeper than policy design and employee training. This is leading Barclay''s re-design of common bank forms, devices and physical branch structures.

Can Artificial Intelligence Drive Customer Loyalty?

CSM Magazine

Brand loyalty is hard earned and easily shattered by just ignoring a tweet. Just as in your father’s time the bank clerk recognized him by voice when he called in to clear a check, AI development can now do the same by speech recognition, natural language processing, and dialogue management.

Missed Calls: The Real Impact on Your Business


There’s nothing more valuable to you than a loyal brand ambassador, and nothing more dangerous than a customer scorned. Phone service doesn’t have to involve massive, expensive call centers with banks of customer service agents – and you don’t want it to! No business can work without a customer. That’s obvious from the start. But what is not always obvious is the way those essential relationships are built and maintained.