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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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.
PeopleMetrics
DECEMBER 12, 2019
Fortunately, you don’t have to spend a lot of money to boost provide an excellent employee experience. 25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. As CEO, he guides the company’s vision and strategy.
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? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.
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.
Beyond Philosophy
NOVEMBER 10, 2014
In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.
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