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Financial Services and Customer Experience
A New Frontier for Management
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Banks and insurance companies globally are among the most product-centric organizations in business. They're not terribly good about building brands, nor have they been good at building long-term relationships with their customers... full
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Customer Experience Influenced Risk Tolerance
20 Emotions that Create and Destroy Value for Businesses
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In customer experience management (CEM), one fundamental truth is that the customer experience is made up of two halves: rational and emotional. In financial services, one fundamental reality is that... full
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Are Chinese Customers Truly Loyal to Their Banks?
Research Findings on Chinese Consumers Usage Behavior
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Consumers in China are much more sophisticated and knowledgeable than a decade ago with their enhanced exposure to the rest of the world via internet or travel.Coupled with the prosperous Chinese economy in the last few years... full
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Strategy
Brands that I Love to Hate
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There are some brands that I hate: Brands like Ryan Air, IKEA and Capital One. Yet I admire them for their singularity of purpose, clarity of vision and superior returns.I hate Ryan Air because it provides generally miserable... full
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Building Brands through Customer Experience
Customer Experience as a Brand Differentiator
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There has been so much written about the importance of customer experience. It is hard to argue with the notion that a business should strive to improve its customer experience. Superior customer experience... full
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CEM and Branding
Conoco's Leadership in CEM
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From a management analyst's point of view, customer experience management (CEM) is the next evolution of customer relationship management (CRM), the latter being a well-tested and generally well-understood enterprise initiative... full
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Online CEM Capabilities
Six Key Areas to Focus
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Your website might be the most important touch point with your customers. They may forgive an unsuccessful visit to your stop if you are out of stock. They might forget an unfulfilling call to your contact center... full
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Customer Experience Management
Moving from Strategy to Practice
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A great deal has been written about customer experience management (CEM) during the past couple of years. There is no doubt that CEM is a great concept that can translate into an effective strategy. It is also clear that CEM... full
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Evidence-Based Customer Experience Maturity -- EBCEM
Begin Your Journey to Achieving Purposeful Profitable Objectives
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When you tell your children what to do, they generally obey because you say "I am the parent, I know what's best" But parents are not always right. When managing customer experience face to face in the Retail and Hospitality industry... full
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The Integrated Sensory Experience at Fast Food Restaurants
McDonald vs Burger King
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I remember when I was a kid; during my daily route to school I passed by McDonald's - the tempting smell of French fries seduced me, compelling me to walk into the shop. Thirty-something years later, I still recall my school days and ... full
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