PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds. Who are our customers? Wows and Woes Study.

Banking 48

Banking Customer Experience How To Financial 48

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. They communicate well.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. Since 2013, Zappos has been working toward an organizational system known as Holacracy. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency. That’s about 14% of their workforce.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

Qualtrics

SEPTEMBER 17, 2019

In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I Fast forward four years and Jim had transformed Farmers Insurance’s approach to CX and driven up customer retention as a result. A 6-month trial that turned into four years.

Insurance 35

Insurance NPS Touchpoint Customer Centricity 35

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Each year, a new wave of technological advancements is introduced to customers.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

PeopleMetrics

MAY 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. Here are three reasons why focusing on one thing at a time is a good idea for your customer experience strategy : 1. In short: focus on one thing at a time.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48

Doug Leather

MAY 15, 2014

I downloaded an infographic [link] this morning from Customer Management Exchange Group that shows the Top 5 Areas of Investment for Marketing Leaders and how investment priorities have changed for strategic marketers over the last 12 months. Let’s begin at Investment Priority #5 for 2014 – Customer Acquisition.

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57