.svg)
.svg)
.svg)
.svg)
2 min read
Why Omnichannel Banking Matters Now More Than Ever
In 2015, the banking industry reached a tipping point. The number of people using mobile banking applications surpassed the number of customers still going to their local branch to take care of their regular needs. Likely as a consequence of the growing number of new digital banking users, the numbe...
2 min read
Not Getting Customer Feedback? You're Missing Opportunity
Knowing how to differentiate and personalize the customer experience requires honest feedback. Here’s how to gather it quickly and with a high response rate. There’s no doubt that we are in the Age of the Customer. In mixed product/service businesses like retailers and banks, online channels have bl...
2 min read
Hate Tweets That Destroys Brands – How They Could Have Been Avoided
The nature of banking is changing. While traditional transactions are increasingly handled online, more complex products and services, which are often important life decisions, depend on face-to-face advice from experts. It’s about functionality and getting the customer journey right to maximize sal...
3 min read
The Key Challenges for Banks in the age of the Customer
Bank customers have more choices in how, when, and where they can do their banking today. Changing a bank is easy and engagement with one specific bank is not lifelong anymore. Simply put, customers are prepared to walk away from their bank if their expectations are not met. A Cap Gemini* study on g...
2 min read
How iBeacons can improve customer experience
Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS 7, more and more companies are now taking advantage of the feature and are launching early products and services. What is iBe...
2 min read
Digital signage reinvented – Integrating context marketing with the customer journey
When a customer comes to visit they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximising the value of your customer’s vi...
2 min read
iBeacons, the Internet of Things and how this relates to great service
More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can decide the best way to interact with a service provider, e.g., a store, a bank branch, a public office, ...
1 min read
The story about Mr. Smith and his painful and enjoyable journeys
Mr. Smith has been a regular customer of his bank for 15 years. Almost out of habit, really. Some would call it loyalty. He’s been relatively happy with the service, but lately, well, he’s starting to feel left out. Questioning the bank’s commitment to serving his needs – and wondering if they care....