Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. I would argue that this is true of Bank of America.
Experience Investigators by 360Connext
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.
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SurveySensum
MAY 19, 2023
Customer loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? How to use NPS in banking and financial services?
Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. I would argue that this is true of Bank of America.
Lumoa
APRIL 7, 2022
while the average NPS score for the banking industry is 23.6, While on the face of it, it may appear that the IT services industry is “better” than the banking industry, that’s not necessarily true. To explain this further, we can look at the banking and eCommerce markets. and IT services is 42.
Lumoa
SEPTEMBER 16, 2022
Digging through the reasons for these changes can be from many factors such as digitalization, the rise of millennials, cancel culture, politics, etc. But again, every customer satisfaction metric has several factors that influence the results. Scoring nature due to cultural and regional biases. How good is your score?
Experience Investigators by 360Connext
FEBRUARY 9, 2021
Customer referrals lead to immediate returns. Gaining customers via referrals reduces the cost of acquiring these new customers. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways.
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