Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Kristina Evey

MAY 12, 2015

Your Profits Depend On Your Customer’s Emotions. Emotions Drive Most Buying Decisions. Think of your current banking institution. What emotions come up for you? If you are instantly filled with frustration and irritation, odds are you are also currently looking to jump ship and find another bank.

Customer emotions 98

Customer emotions Banking Finance Customer retention 98

Beyond Philosophy

OCTOBER 29, 2014

When they removed that benefit to replace it with another one, their customers were enraged and still talk with pain about that years later. The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) This led to a large public revolt and forced the banks to axe their plans.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 6, 2015

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value.

Banking 406

Banking Consulting Consulting Government 406

JustCall

MARCH 14, 2023

Monitor Progress Regularly monitor and measure progress towards your goals using metrics such as customer satisfaction, Net Promoter Score (NPS), customer retention rate, and first-contact resolution rate. Here are some best practices for improving customer experience in banking: 1. Frequently Asked Questions Q1.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Beyond Philosophy

JULY 5, 2015

We’ve seen many examples of companies that have, or created, these kinds of cultures and levels of value delivery: Zappos, SunTrust Bank, Wegmans, Southwest Airlines, IKEA, Virgin, Rackspace, Disney, Zane’s Cycles, USAA, Target, Ritz Carlton, IBM, QVC, Umpqua Bank, Costa Coffee, etc.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Callminer

AUGUST 6, 2019

For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. Suddenly call centers were the go to model for facilitating all forms of mass engagement ranging from sales to customer service and support to customer retention.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140