PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Banking 62

Banking Customer Experience Chatbots Accountability 62

Beyond Philosophy

JUNE 6, 2019

For example, not so long ago, people didn’t want to migrate to online banking. In the minds of many people, the internet was a sinister nest of bad-actors waiting to steal all of our electronic money right out of the virtual bank. However, online banking has proved to be helpful to society. Get Used to It.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

MARCH 17, 2022

So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . Make a Deposit in the Customer’s Emotional Bank Account. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment. So, the debate continues.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TechSee

SEPTEMBER 24, 2019

In fact, 95% of customers use three or more channels to connect with a company in a single service interaction. While these connections can deepen the customer experience through provide opportunities for building relationships, they also present risks. Was that a good customer experience?

Customer Experience 150

Customer Experience Self service Analytics Banking 150

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. It’s up to organizations to a) identify the strongest emotional drivers in service and b) effectively leverage them.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150