Amex Shuns Chat for Customer Service, Leaning Instead on Social Media
Amex's new online customer service popup. American Express unveiled new online customer service features yesterday that lean more heavily on ...
Tag: customer experience
What is customer experience innovation?
The answer: NOT the same as customer experience ‘improvement.’ “Too many innovation initiatives are vulnerable to copycats… and since 72% ...
Leveraging social media to turn loyal customers into brand influencers
In terms of brand influence, some of the greatest value in social media may come from your satisfied customers. Everyone’s ...
What you can learn from analyzing social media
In the last 10 years, social media has become a vast source of direct consumer comments where people can freely ...
All bank customer experience initiatives are not created equal
Despite an increased focus on customer experience initiatives by banks of all sizes, new research has found that not all ...
Digital Banking, part 3: How banks can stay competitive today and tomorrow
By Eric Disend, Partner What can banks do to improve their competitive position in today's evolving financial services marketplace? To ...
Is your company prepared for the influence of social and mobile?
Social media and mobile technology are enabling consumers to drive brand perceptions and reshape buying behaviors. With social media, people ...
What Do Customers Want? Survey Shows Growing Appetite for More Communications
In our always connected society, we increasingly rely on real-time information and notifications in our daily lives – from checking ...
Managing complaint data for a better customer experience
Webinar: “Parsing and Preventing CFPB Complaints” Date: November 12, 2013 Time: 12:00-1:00 p.m. Register Today: http://www.americanbanker.com/webseminars/-1061966-1.html With customer complaint ...
Be Where the Customer is Going…
Highlights from WGL Radio Podcast with Beyond the Arc CEO, Steven Ramirez With increasing competition in the financial services industry, ...
