Tags » Retail Banking

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: Customer Surveys

Many banks conduct periodic customer satisfaction research to assess the opinions and experiences of their customer base. While this information can be useful, it tends to be very broad in scope, offering little practical information to the front-line.  575 more words

Retail Banking

Why You Need to Transform Your Customer Service Centre

By James MacMillan, Vice President of Business Development, HGS Canada

A decade ago, for many large organizations, the main driver for IT outsourcing had less to do with budget and more to do with keeping in front of technical innovation. 595 more words

Business Process Outsourcing

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

Leverage Unrecognized Experts in the Customer Experience: Best Practices in Bank Customer Experience Measurement Design - Employee Surveys

Frontline customer facing employees (tellers, platform, and contact center agents) are a vastly underutilized resource in terms of understanding the customer experience.  They spend the majority of their time in the customer-bank interface, and as a result tend to be unrecognized experts in the customer experience. 314 more words

Retail Banking

Dissecting The So-Called Rise In Bank Branch Popularity

The American Bankers Association released the findings of its 2014 survey of 1,000 US consumers regarding bank channel preferences. A pymnts.com article titled Mobile’s Impact on Bank Branches… 680 more words


The Future of Retail Banking

USA Today ran a story in March on the changing nature of retail banking in America.  This sounds kind of boring, perhaps, but it has broad implications both for bank clients and, potentially, for investors.  861 more words