Tag: customer experience

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We all live in a review culture – why consumer experie...

Customers are demanding. Consumers expect a good customer experience. What’s more, we live in a review culture – meaning customer experience truly is king....

Read More We all live in a review culture – why consumer experience and understanding your customers are critical in the modern world
How organisations can learn from disruptive innovators...

Innovation has changed all markets and sectors, shifted us to an ‘always-on’ culture, and placed new-entrants and competitors at the centre of an environment...

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The increasing importance of personalised treatment an...

The way a credit provider handles missed payments or financial difficulty is key to customers and their likelihood to stay with and recommend a brand, such as yours. Research shows that more than half of people would switch to another provider if they experienced bad debt collection processes. While...

Read More The increasing importance of personalised treatment and customer experience in collections
Why employees and customers are the best people to res...

Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old processes. For lots of reasons, there might be a better way. The reason change is paramount is because of poor customer...

Read More Why employees and customers are the best people to reshape customer journeys
Data Breach: The ability to act quickly after an incid...

Know. Prepare. Recover. It is still difficult to comprehend that one in five businesses of all sizes has experienced a data breach in the past two years (21%). Our latest research (carried out by consultancy company ComRes) has shown this. Damage limitation At first sight these figures may seem...

Read More Data Breach: The ability to act quickly after an incident is essential, but only achievable if you have a plan in place
Do you know what your customers are thinking? When it ...

Any company, small or large, depends on its customers for business – and therefore success. They’re the lifeblood. And yet, our research has revealed that in the event of a crisis, specifically a data breach, businesses can become introspective and (unintentionally) put their interests ahead of their customers. Our findings...

Read More Do you know what your customers are thinking? When it comes to data breach response, there could be a chance you are not on the same page
6 opportunities for growth using Open Banking...

Open Banking is considered to be the catalyst that will transform the UK banking industry. As traditional banking models evolve, new opportunities to acquire customers, minimise risks and enhance customer experience are starting to...

Read More 6 opportunities for growth using Open Banking
Adopting customer-centric processes for a better custo...

Most customers are no longer satisfied with a single annual statement, which is commonly one of the only pieces of correspondence pension providers have with their customers. They now want, and expect, real-time multi-channel services – and won’t settle for anything less. To add some context, in 2015, mobile...

Read More Adopting customer-centric processes for a better customer experience
How FinTechs disrupts retail banking (and other financ...

The growing FinTech sector is a hive of innovation that is starting to deliver consumer services which challenge ideas about the role and function of traditional banks and other financial service...

Read More How FinTechs disrupts retail banking (and other financial services)