Customer satisfaction has become a hot topic in banking. Recent studies have concluded: “Delivering a positive customer experience is one of the few levers banks can use to stand out in today’s market” (Capgemini 2011 World Retail Banking Report); “Organic… more >
Charles and Steven demonstrate how Prime Performance helps banks build a winning culture of service excellence.
This video explains how PXI works as a single, comprehensive metric of the key behaviors of customer loyalty.
“New Year.” A time to wipe the slate clean. A new beginning. A time to think about ways to improve. A time for resolutions. We are not too far into the New Year to still consider resolutions. I recently found… more >
Teach employees to greet every customer with a smile whether in person or on the phone. Ask yourself: How would I greet someone I know and like? Then greet every customer that way. Hire employees that love working… more >
Was 2011 the beginning of a customer revolution? Are consumers beginning to flex their muscle and demand fair treatment? At the end of 2011, Verizon Wireless announced a $2 fee for paying your bill on-line. Because of customer backlash and… more >