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 >
Polite service is the foundation, but truly helping a customer solve a problem builds relationships. Customers build relationships with people who help them. Introduce a new customer to everyone that they might encounter. This engages the customer and makes… more >
Five years into the financial crisis, consumers continue to feel high levels of stress about their personal financial situation. In a survey conducted in April of over 5,000 bank and credit union customers, 18 percent said they feel a high… more >
In April 2012, Prime Performance asked over 5,000 U.S. consumers to rate the reputation of business sectors. Each consumer was randomly asked to rate the reputation of 5 out of 34 sectors using a scale of 1 to 7 where… more >
Despite increasing dissatisfaction with fees, overall customer satisfaction is up slightly from 2011, according to the J.D. Power and Associates 2012 U.S. Retail Banking Satisfaction Study which was released last week. A one point increase in the J.D. Power satisfaction… more >
Vanguard leads other major investment call centers in client satisfaction according to the Prime Performance 2012 Investment Call Center Satisfaction Survey. Vanguard clients give the firm a Net Satisfaction Score of 81 percent, followed by Scottrade, 78 percent and Fidelity… more >
According to Novantas research, customer preferences, attitudes, and behaviors continue to shift away from branches into remote channels. The survey shows that customers have continued to move away from the branch as their primary channel for core service transactions (see… more >
The 2012 Temkin Loyalty Ratings show loyalty at banks is on the rise. The Temkin Group report rates 206 companies across 18 industries. Loyalty is based on three dimensions; likely to recommend, reluctance to switch and willingness to repurchase. Sam’s… more >