Beyond Philosophy
MAY 10, 2016
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.
Beyond Philosophy
SEPTEMBER 15, 2015
First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. It’s the reason people like setting up an Apple computer for the first time over a PC, and it’s why we prefer to bank online instead of going to a branch.
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Beyond Philosophy
JUNE 7, 2016
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. and Metro Bank in the U.K.
Beyond Philosophy
NOVEMBER 28, 2017
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. 3) Overpromise and overdeliver, consistently, on experience. He understands lagniappe.
Creative Virtual
DECEMBER 8, 2022
Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. The analysts at Celent conducted their own evaluation of intelligent virtual assistant platforms as well, focusing in on the technology within the retail banking space.
ClearAction
DECEMBER 16, 2017
Barclays’ personal performance reviews include a strategic satisfaction index, which includes a retrospective 3-month comparison to other banks and continuous improvement of the customers’ top ten wish list. The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting.
CX Journey
AUGUST 29, 2018
Despite what feels like a lifetime of various Customer Experience events, books, and consultants – all too often we still experience bad service. Case studies on how the Customer Wins Compared to so many other CX textbooks, one of the reasons that I am happy to recommend Gerry’s book is its real world pragmatism.
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