Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

ijgolding

The global banking crisis and enormity of the PPI mis selling scandal have all contributed to what could only be described s a TOXIC culture in the corporate world. CASE STUDY 1 – Weleda. In this case, I was inspired by them. CASE STUDY 2 – Old Mutual Zimbabwe. The second ‘authenticity’ case study comes from a very different part of the world – and from an industry that you may not have suspected.

Digital banking entrants wary of losing the human connection

Merchants

In their drive to be digitally relevant and hold market share, both traditional and digital banks run the risk of losing customers by reducing human interaction. In an environment where consumers don’t trust banks, human interaction will remain significant to build customer loyalty through changing interactions. The post Digital banking entrants wary of losing the human connection appeared first on Business Process Outsourcing Services | Merchants. Case Studies

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How Barclays’ obsession with happy customers started with data

ForeSee

For Barclays, the London-based multinational banking and financial services company, the answer is all the time, The post How Barclays’ obsession with happy customers started with data appeared first on ForeSee. Case Stories Financial Services Barclays Case Studies clientsWhen is being obsessed with customers the same as being obsessed with customer data?

Customer Centric Action Plans

ClearAction

Employee engagement is a key to making significant improvements in customer experience, and the UK-based online banking group at Barclays engages employees in understanding customer priorities by summarizing customer feedback on notice boards along with process improvement updates, on internal email signatures, and in the executive director’s weekly internal updates. Customer Centric Action Plans Lynn Hunsaker.

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. Here’s a quick thumbnail summary of where some examples of TD Bank’s marketing unique marketing and communication initiatives have taken the company over the past year or so. The mini-documentary TD Bank created about the campaign has been viewed over 5 million times on YouTube. – Michael Lowenstein, Ph.D.,

10 Proven Champion-Challenger Optimizations To Improve CX

West

But how can you afford to constantly try out new practices without breaking the bank? Financial Services Healthcare Interactive Services Professional Services a/b testing business business analytics case study challenger champion champion challenger communication customer financial financial services interactive voice response (IVR) ivr and self-service optimization pharmacy professional service solutions success story technology test testing

You Are Known by Your Works

Chip Bell

Many years ago, I worked for the president of a bank famous for aggressive bank acquisitions and rapid growth in the financial services space. The bank ultimately became the Bank of America and the president became the B of A CEO. When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.”

Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. According to Rocks, the following brands do simple to success: Boost Mobile: They have the highest NPS in the mobile service study, performing 33 points higher than Sprint, who own Boost and provides their infrastructure. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….

Book Notes: Never Lose a Customer Again by Joey Coleman

COPC

And finally, the highlight of the book — dozens and dozens of real-world case studies from companies up and down the revenue spectrum, each illustrating a particular phase of the customer experience. 32% of customers who join a bank will leave within the first year.

Customer Centricity Masterclass with Doug Leather

Peter Lavers

The masterclass was brilliantly delivered by Doug Leather and included practical case studies & examples of best practice and animated discussions. The importance of a robust business case based on REAP uplifts. Metro Bank “stupid bank rules”). How RBC has become a case study for incumbent & established businesses to protect share against new & agile entrants.

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. 4) Where customers and experience are concerned, think ‘human’, i.e. TD Bank’s “Bank Human Again” marketing campaign. and Metro Bank in the U.K. Michael Lowenstein, Ph.D.,

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

4) Where customers and experience are concerned, think ‘human’, i.e. TD Bank’s “Bank Human Again” marketing campaign. I’ve written about Vernon Hill, who founded Commerce Bank in the U.S. and Metro Bank in the U.K. From my blog covering what Metro does to distinguish its banking experience: “…what further distinguishes Metro are some of the little touches – free lollipops on the counter for the kids, and water bowls for customers’ dogs. Michael Lowenstein, Ph.D.,

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Humans vs. AI in Customer Service … It’s Complicated

Fonolo

As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All. Conventional wisdom is that the job [of bank teller] – held by almost a half-million Americans – is entering a sharp decline.

Register Now: Forrester CX North America Virtual Conference

Aspect

On June 16 th (12:40-1:00 PM EDT), we’ll be presenting a case study session with BAC Credomatic , Automated Self-Service: Solving for Speed, Simplicity and Efficiency. You’ll learn how BAC Credomatic developed a series of bots across multiple self-service channels that helped support better and more efficient customer experiences for collections, online banking, lending and more. We’re all too familiar with the countless “change of plans ” thanks to the global pandemic.

AI is Not Reducing Call Center Agent Employment

Fonolo

So, there is no direct impact – at least via this use case – on the call center world. An agent could be a bank teller, a nurse, or a computer technician. Successful Cases Studies.

The talk of tomorrow: 7 ideas to evolve your contact centre

Infinity

But making an effort to excel will hold onto customers for years, while allowing you to deliver first-class service without breaking your bank. Watch our case study with Stannah to see how they solved this challenge.

A Call Center with more Bang for your Buck

Cisco - Contact Center

After joining forces with an established bank, Mcredit reached a tipping point: They needed to upgrade their call center to handle a growing customer base. Check out our new partner case studies page for more stories like this one. Partner Success Story. When your goal is to help people take care of their finances, you need fast, trustworthy solutions.

How to Deliver an Exceptional Customer Service With Your Contact Centre

CSM Magazine

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Changing habits in a time of crisis

Hero Digital

CASE STUDY. Fogg, an American social scientist and founder of the Behavior Design Lab at Stanford University in California, has spent a lifetime studying this impact. Financial services : Unlike past crises, where the financial services industry was arguably a victim (9/11) or a villain (2008 mortgage bubble), retail banks are not at the center of COVID-19. COVID-19 is resetting what people value. Will your business be ready for the new reality?

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Humans vs. AI in Customer Service … It’s Complicated

Fonolo

As a closing note, consider this story from last month, in Bloomberg, about global bank HSBC: Why Banks Are Giving Tellers Raises, Instead of Firing Them All. Conventional wisdom is that the job [of bank teller] – held by almost a half-million Americans – is entering a sharp decline.

21 Proven B2B Lead Generation Strategies & Tactics to Implement in 2020

REVE Chat Blog

Bank of America , the globally famed bank sets a good lead generation example. It allows depositing checks to scheduling appointments to be handled by the bank’s mobile and desktop apps. Case studiesCase studies quench the needs of sales ready leads who look for concrete details on product ROI and benefits. In fact, 42% of B2B buyers find case studies to be valuable in the buying process.

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Artificial Intelligence: 3 Benefits for the Insurance Industry

CSM Magazine

Also remember that AI tools thrive on good data so build a bank of reliable data that is up-to-date and above all, relevant. To lean more, download the case study or visit www.ebi.ai for more ideas on how to create amazing customer experiences through conversational AI. As the insurance sector competes to win market share, Henry Jinman at EBI.AI discusses three ways companies can benefit from the power of Artificial Intelligence. .

2018 Customer Contact Innovation Awards Shortlist Announced

CSM Magazine

Sainsburys Bank – Developing a culture of innovation. As Ian Gibson, Director of Shared Services at Ingeus and one of the judging panel, puts it, these are “very interesting case studies and best practice that I can learn from”. Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards.

From The Field: Oracle CX Conference 2016 Report

Natalie Petouhof

Mark spoke about his own frustration with the financial institution he banks with and their calls to him about his account. He explains every time they call him, in detail, what the issue is, yet the bank still calls him with the same question. It’s as though the bank is on autoplay. Look forward to an up coming case study on a brand called Elaine Turner. Tweet What we saw at the conference was a full suite for customer experience.

Looking for NPS in all the Wrong Places

AskNicely

Imagine your employees having NPS scoring and the ability to respond at the moment to an upset customer while standing in line at the bank on their mobile device. . You can instantly find your advocates with NPS (case study opportunities, references, and overall happy customers). Hello! My name is Leah and I recently joined the AskNicely team as VP of Customer Success and Advocacy.

Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI

Eptica

Essentially, we help people and businesses support the causes they care about, and for charities, we provide simple and straightforward day-to-day banking and fundraising services. To find out more on how CAF is successfully using Eptica read our case study here. Date: Wednesday, May 23, 2018 Author: Pauline Ashenden Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI. Published on: May 23, 2018.

Enterprise Connect 2017: Contact Center Round-up

NICE inContact

Case Studies: Contact Center Strategies for Skype for Business Deployments Representatives of two companies that have deployed contact centers that integrate with Skype for Business, from HarborOne Bank and 7-Eleven, joined me to discuss their implementations. 2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know.

GDPR and NPS: What it Means for Customer Feedback

AskNicely

Personal data: This is basically anything that directly or indirectly identifies an individual (legal name, photo, bank details, email addresses, social media posts, DNA, IP addresses, cookies and location data. Since it’s rare, unlikely and limiting to use customer feedback data for one purpose, you will need to get consent for each use-case for using customer NPS data. Note: This blog post is for educational purposes only, and is by no means to be considered legal advice.

The Top Customer Service Conferences to Attend in 2020

Fonolo

Who Should Attend: CMOs, customer support executives and management, Notable Speakers: Satya Nadella – CEO, Microsoft; Susan Johnson – CMO, Suntrust Bank. Notable Speakers: Satya Nadella – CEO, Microsoft; Susan Johnson – CMO, Suntrust Bank.

Survey Shows Growing Popularity of Call-Backs Among BPOs

Fonolo

The study’s author, Peter Ryan was on a panel for one of our online discussions last year, he’s widely recognized as an expert in the BPO space. Vertical markets in the sample base included: retail banking, insurance, health care, government, retail / e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes.

Transform or Die! Business Transformation is No Longer Optional

ijgolding

Others believed that they were the only ones able to manufacture certain products or provide certain services – it was a case of ‘how many do you want?’, It will not be long before they launch their own Bank. Let’s take Toys R Us as case in point. Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore?

When a Customer Wins, Nobody Loses, Right?!

CX Journey

It’s funny we still need to make the case for "The Customer Wins" The first positive to express about this book is Gerry’s candour and humour. With a gentle (mostly) and dry Canadian wit, Gerry exposes the first secret of CX: in most cases it ain’t yet working.

14 Real Life Chatbot Examples to Implement your Bot Strategy

REVE Chat Blog

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience. Chatbots are no more restricted to enterprises and different business verticals but it has significant use cases for consumers as well.

Proactively manage your telecoms infrastructure with Spearline alerts

Spearline

Case study - Intrado. Intrado works with some of the largest organizations in the world from banks to healthcare providers, retailers to logistics companies. "Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report." " Bud Lee. Director, Software Quality Engineering at 8X8.

Proactively manage you telecoms infrastructure with Spearline alerts

Spearline

Case study - Intrado. Intrado works with some of the largest organizations in the world from banks to healthcare providers, retailers to logistics companies. "Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report." " Bud Lee. Director, Software Quality Engineering at 8X8.

15 Practical Lead Generation Ideas and Strategies to Implement in 2020

REVE Chat Blog

Bank of America , a globally acclaimed brand delivers consistent omni channel service to its customers. The bank allows for everything starting from depositing checks to scheduling an appointment to be handled by the company’s mobile and desktop apps. #5. Case studiesCase studies are an effective webinar format because sales ready leads look for concrete details on product ROI and benefits.

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Book Review – On Purpose – Delivering a branded customer experience people love

ijgolding

‘Implement’ through the sharing of a process to apply the thinking using case studies from Liberty Global and Premier Inn. Hill II Founder/Chairman Metro Bank. I have been saying for a long time now that the reason organisations exist is to ‘fulfill a purpose’ Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is ‘to make money’ I wholeheartedly disagree.

Why Mindfulness Belongs in Your Call Center

Customer Centric Support

Case studies have shown improvement on just about every KPI with the contact centers that simply gave instruction on mindful breathing and encouraged agents to practice it throughout their day. 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.

Brand Move Roundup – September 21, 2020

C Space

Ridehailing service Lyft has released a set of case studies for what it calls resilient streets, which cater to multimodal commuting, in which people rely on several different ways of getting around. ” Samponaro pointed to people in some cases gravitating to cars amid concerns about transit and social distancing. The Brand Move Roundup – September 21, 2020.

Never receive a false notification with Spearline alerts

Spearline

Case study. West works with some of the largest organisations in the world from banks to healthcare providers, retailers to logistics companies, and all of those customers expect to be able to count on them to deliver exceptional audio quality. " Spearline notifies us of any potential issue before our customers do. " " Arnold Chencinski, Senior Voice Network Engineer, Zoom Video Communications. Why Spearline alerts? Personally verified by us.