Customer satisfaction has become a hot topic in banking. Recent studies have concluded: “Delivering a positive customer experience is one of the few levers banks can use to stand out in today’s market” (Capgemini 2011 World Retail Banking Report); “Organic… more >
The data is irrefutable. Financial institutions that deliver a superior client experience enjoy higher profits, stronger growth and better client loyalty than institutions that don’t. So, it’s no wonder that many bankers want to revamp their methods. For more than… more >
According to the 2012 American Banker/Reputation Institute Survey, ING Direct has the best reputation of the 30 banks included in the survey. Rounding out the top 5 are Bank of the West, BBVA, Comerica and Ally Bank. Last year’s winner… more >
Most customer service books focus on either online or offline experiences. Finally there is a book that is relevant to both. I have read hundreds of customer experience books and Micah Solomon’s first book, Exceptional Service, Exceptional Profit, is by… more >