Beyond Philosophy
SEPTEMBER 15, 2015
It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. We are a society of people who just want it simple.
ShepHyken
OCTOBER 22, 2021
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Measure the metrics and look closely at the relationship between your return on investment and your customer experiences.
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TechSee
MARCH 19, 2019
When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.
Talkdesk
OCTOBER 8, 2020
Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Impact on small businesses. Embrace the cloud.
Beyond Philosophy
NOVEMBER 10, 2014
According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment. Your existing customers are far easier to upsell.
Beyond Philosophy
JULY 5, 2015
Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought.
Beyond Philosophy
APRIL 3, 2016
The surveying, such as referenced by TD Bank, to identify what drives satisfaction-reducing pain will provide superficial guidance on emotional drivers of desired customer behavior. It’s understandable why TD Bank’s marketing takes this approach to value. The bank found that about half of these customers had service complaints.
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