Banking Consulting Customer centricity Groups 
Beyond Philosophy
JULY 5, 2015
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,
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ClearAction
DECEMBER 16, 2017
Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? The many groups within Barclays are adopting these best practices to operate in a multi-channel environment. Originally published by MyCustomer.
Beyond Philosophy
MARCH 31, 2022
Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. The Federal Reserve Bank (the Fed) in the U.S., Unfortunately, those cuts tend to fall in the customer service group, like the call center.
Beyond Philosophy
MARCH 31, 2020
Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.
Beyond Philosophy
NOVEMBER 10, 2014
Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment. 26 August 2014.
Beyond Philosophy
OCTOBER 29, 2014
So they offered the next group of participants $100 if they won vs. $50 to give away if they lost and as you can imagine more people took this bet. When they removed that benefit to replace it with another one, their customers were enraged and still talk with pain about that years later. Bank of America, Morgan Chase, etc.)
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