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Best Practices in Bank Customer Experience Measurement Design

The question was simple enough…  If you owned customer experience measurement for one of your bank clients, what would you do?

Through the years, I developed a point of view of how to best measure the customer experience, and shared it with a number of clients, however, never put it down to writing. 1,013 more words

Retail Banking

Best Practices in Bank Customer Experience Measurement Design: Mystery Shopping

“You can expect what you inspect.”

This management philosophy is as true today as it was 50 years ago when W. Edwards Deming used it.  Mystery shopping is more than a pure measurement technique conducted properly; it is an excellent motivational tool to motivate appropriate sales and service behaviors across all bank delivery channels. 728 more words

Retail Banking

Dos and Don’ts when dealing with customers


  • Break your promises.If you say, “I will email/call you back with that information today,” then DO IT. Make a promise once to a customer and then break it, and they will think, “They are not interested”.
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Customer Service

Lessons from Luxury Brands


Whatever the size of your retail business, whether you sell jewellery or not – there are some significant lessons to learn from this weeks mystery shopping expedition to Tiffany & Co in Sydney. 15 more words

Learning the needs of your customer, monitoring their behavior and rewarding them for loyalty allows retailers to create a better shopping experience by effectively leveraging consumer data would seem to be basic business logic. 348 more words

Customer Service

Helpful Tips For Maximizing Your Online Earnings

Throughout the last few years, many more people are landing on the Internet as a way to earn extra money. There is a wide range of possibilities when it comes to making money online. 620 more words

Solid Advice About How To Make Money Online That Will Benefit Everyone

TIP! Figure out the niche that you are in first. Do you think you are a good writer? Market your talents as a writer of online content. 1,297 more words