Banking Customer centricity Employee engagement Groups 
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
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.
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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.)
PeopleMetrics
MARCH 13, 2015
Communication is core to customer centricity. In our research into customer-centric culture , we''ve uncovered one cultural dimension that supports Employee Engagement and customer Net Promoter Scores more than any other. Want to learn more about how we look at employee engagement?
ClearAction
JANUARY 12, 2022
Standout firms outperformed the S&P 500 by an 8-to-1 ratio in a study of companies that aligned the interests of all stakeholder groups , cited in the first article of this series. A precursor to progress in profits and top-line proceeds is customers’ predisposition toward your brand. 16X reduction in customers’ time for service.
Customer Relationship Metrics
JULY 26, 2017
Employee Development. The largest age group of contact centers agents are millennials. In addition to QA, we know that performance measurement and employee development are somewhat similar to the practices used several decades ago. And it sets agents up to fail in a customer-centric world. What to do now.
Customer Centric Support
FEBRUARY 6, 2017
Now, at nearly ten months later more than 65% of that group of agents is about to celebrate their one year anniversary with the company. 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. Customer Centric Support Home.
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