Tag Archives: CUSTOMER

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

Feedback Management

David Little — March 7, 2017 — March 7, 2017 If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note … Continue reading Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers →

How to Define Your Priorities and Build a Plan for Customer Centricity

Customer Experience

David Little — March 7, 2017 — March 7, 2017 The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a … Continue reading How to Define Your Priorities and Build a Plan for Customer Centricity →

Should You Have a Separate Twitter Handle for Customer Care?

Twitter Engagement

Harry Rollason — March 1, 2017 — March 1, 2017 A common debate for brands just starting their Social Care journey, is whether customer service should be delivered from the brand’s primary Twitter handle or if a dedicated service handle should be created. This decision also differs from industry to industry. If airlines or hotels … Continue reading Should You Have a Separate Twitter Handle for Customer Care? →

The new customer marketing lifecycle in the Engagement Economy

Customer Engagement

Columnist Chandar Pattabhiram discusses the important of customer retention in an age where switching costs to consumers are low. Chandar Pattabhiram on March 1, 2017   In my last post, I expanded on the concept of the “Engagement Economy,” today’s world where everything and everyone is connected. This world presents a new playing field for marketers … Continue reading The new customer marketing lifecycle in the Engagement Economy →

Take your customers off mute: 3 tips for customer feedback

Feedback Management

There’s no denying the value of customer feedback. Columnist Loretta Jones shares three tips to make sure you’re getting the most out of your customer feedback programs. Loretta Jones on February 27, 2017   Customer feedback is important. Period. It’s useful for everything from employee training to product improvements to marketing. There’s no denying its … Continue reading Take your customers off mute: 3 tips for customer feedback →

3 Ways to Grow Your Business with Online Community-Based Customer Support

Online Community

Kenny Silva — February 13, 2017 — February 13, 2017 In my last post, I explained why 2017 is going to be a big year for online community-based customer support. Here’s a quick recap: online communities provide a space for customers to find authentic information they can trust in the most efficient way possible. In … Continue reading 3 Ways to Grow Your Business with Online Community-Based Customer Support →

How Do You Know You’re Joining a Customer Success Focused Company?

Career Development

Burke Alder — February 16, 2017 — February 16, 2017 Many organizations may believe that they are truly customer-focused and put significant resources in place to make sure customers are successful. After all, building a customer success team requires a hefty budget line to hire the right leader, the right individuals, and even more budget … Continue reading How Do You Know You’re Joining a Customer Success Focused Company? →

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