“Customer satisfaction with retail banks climbed to 78 on a 100-point scale this year, up 1.3% from last year.” Source: ...

The “Age of the Customer” has arrived, and with it has come an enormous amount of positive and negative consumer ...

“By observing conversations on Facebook, Twitter, and LinkedIn, we understand what the actual needs of customers are, the problems they ...

Amex's new online customer service popup. American Express unveiled new online customer service features yesterday that lean more heavily on ...

The answer: NOT the same as customer experience ‘improvement.’ “Too many innovation initiatives are vulnerable to copycats… and since 72% ...

In terms of brand influence, some of the greatest value in social media may come from your satisfied customers. Everyone’s ...

In the last 10 years, social media has become a vast source of direct consumer comments where people can freely ...

Despite an increased focus on customer experience initiatives by banks of all sizes, new research has found that not all ...

By Eric Disend, Partner What can banks do to improve their competitive position in today's evolving financial services marketplace? To ...

Social media and mobile technology are enabling consumers to drive brand perceptions and reshape buying behaviors. With social media, people ...