Building a successful Voice of the Customer program
Recently Forrester® Research interviewed Beyond the Arc about best practices for Voice of the Customer (VOC) programs to improve customer ...
Tag: customer experience
Free Webinar Thur July 18: Leverage Social Media Complaints to Improve Customer Experience
THURSDAY, JULY 18, 2013 – 2:00 – 3:00 PM Pacific Time REGISTER TODAY > In today’s world, consumers ...
Embrace Mobile and Social to Enhance Customer Experience
Mobile technologies are rapidly growing in popularity, giving customers 24/7 access to products and services, and allowing them greater control ...
Guest post: Proactive customer service – Why you need it & how you can do it
When most companies think about the customer journey, they speak in terms of the sales funnel – a combination of ...
Branch vs. self-service: Striking the banking balance
Retail bank branch closure is a growing trend in several countries as a cost cutting method. The thinking behind this ...
Expanded data now available about customer complaints
The Consumer Financial Protection Bureau (CFPB) customer complaint database continues to grow at a rapid pace, providing an ever-expanding window ...
VIDEO: IBM on Why Now Is the Time for the Customer-centric Banking Model
Mike Hobday, banking practice leader, IBM Global Business Services, UK and Ireland, talks to Finextra about the challenges banks face ...
The Pareto Principle in Account Opening & Lending
Also known as the 80-20 rule, the Pareto principle says that, for many cases, about 80% of the effects come from 20% ...
Big Banks Gain on Smaller Banks in Customer Satisfaction
Big banks trail smaller banks in overall customer satisfaction, but the gap is steadily shrinking, according a study released yesterday ...
Measuring the effectiveness of the CFPB database
For over a year, the Consumer Financial Protection Bureau (CFPB) has been collecting complaint data across five different product areas ...
