PeopleMetrics

AUGUST 6, 2014

TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. TD Bank, however, is trying to change that.

Banking 94

Banking Customer advocacy Customer emotions Personalization 94

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster.

B2C 207

B2C Banking B2B Customer advocacy 207

ChurnZero

OCTOBER 6, 2020

Following an evaluation of their entire customer experience, Quantum Workplace’s team looked to improve the adoption stage of their customers’ journey. Not only has the team experienced sharp increases in Net Promoter Score® (NPS) , but customers are more engaged than ever. Advocacy Hero – Sales Boomerang .

Banking 40

Banking SaaS Entertainment Customer advocacy 40

SmartKarrot

OCTOBER 19, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom Organization: Reorg As a Customer Success Manager, you will manage a book of global strategic buyside and investment banking clients understanding their business drivers and goals. Develop key relationships with subscribers.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

ChurnZero

FEBRUARY 1, 2019

“That success imperative in education is what makes me excited to enhance every step of the Ellucian customer experience, and partner with institutions across the globe to maximize the value of their technology investments.”. A role in which she oversaw implementation at several banks and mortgage lenders.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CSM Magazine

FEBRUARY 29, 2024

The most recent survey, published in January, comprises 59,250 customer experiences collected during the past 9 months. From banking to utilities to services, not a single sector was spared from the downward trend. in banks and building societies while it fell 2.9% It didn’t make for great reading. C-Sat dropped 0.9%

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52