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2 min read
Inspirational customer experience quotes
Today, customers are in power and business success is based on how well companies can meet customers demands and expectations. Customers have many choices and it is critical to make their experiences as simple, consistent and relevant as possible as they pass through their customer journey. I have s...
1 min read
How to lose your customer - Take him for granted
Like so much in life, you do not realise just how much you took it for granted until it disappeared. I am talking about the customer or more specifically, the customer on your premises. At one time we really did think nothing of the time that they spent with us. Why did it matter if they had to queu...
1 min read
Banks without staff - What a sad concept
Banks without staff- now that is a sad concept. Most humans seek interaction with their fellow man, and bank at some point. That said, I just read another “self service” product pushing article talking about how banks will look like in five years from now. A bank where computers/devices replace huma...
1 min read
Why enterprise appointment management matters for the customer experience
Today’s society is increasingly connected 24 hours a day. From smartphones and tablets to computers, it is how a growing number of people want to view information, communicate, purchase and conduct routine daily tasks that previously were done manually. Scheduling appointments is routine among many ...
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1 min read
Using customer journey discovery to optimize the customer experience
Designing a solution that provides the means for a personalized and seamless journey is a challenge. If you can incorporate a holistic approach into a wider Customer Experience Management strategy that covers all areas of your store, branch, or hospital design, from doorstep to service, then it will...
2 min read
A really bad visit to the bank branch
I don’t visit my bank that often these days. But when I do, I always walk out being both frustrated and disappointed. Mainly because they don’t do anything to improve the experience of my visit but also because they miss to maximise the sales opportunity they have when I am in their branch. Why are ...
1 min read
How to create an efficient retail bank branch without sacrificing the customer experience.
Identifying ways to improve efficiency and reduce costs without compromising the quality of service is a challenge for many financial institutions. By applying solutions to better manage the customer journey, it is possible streamline the customer flow to increase occupancy and lower cost per transa...
2 min read
Banking on better customer experience
Bank customers today have more choices in how, when and where they can to do their banking. Changing bank is easy and the engagement with one specific bank is not life-long anymore. Simply put, customers are prepared to walk A recent Cap Gemini study [1] on global retail banking states that only 50%...