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Retail banks should take a lesson from omni-channel retailers
In a previous post I commented on the lack of innovation in retail banking in the UK and in other European countries. Riding the waves of the digital revolution, there is no doubt that most retailers...
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The new DNA of B2B marketing is Customer Experience
We usually think of customer experience (CX) as a consumer-facing concept. In most retail companies, it is a full-time position that puts heavy focus on the physical interfaces to the customer (Web,...
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Misadventures in customer loyalty management
Recently, I had a great bad experience in brand social media use. It was great as a timely reminder of the danger of impersonal customer engagement, especially for someone who works in customer...
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Are retail banks on course for an omni-channel revolution?
The following is a guest post by Sandesh Sharanappa. The banking industry is poised for a sea change as a result of the changing global and national regulations, demanding customers, disruptive...
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Customer intimacy, meet operational excellence
What is more important to company success, a strong external focus on customer experiences or an internal focus on effective and efficient operations? Of course, it’s a false dichotomy — you need both....
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Customer engagement surfing big data insights
Beaches, believe it or not, are a fantastic way to analogize customer engagement, Big Data and right-time marketing. Everyone loves the beach and its complex interaction of soil, wind, sea, geography,...
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Analytics at the core of customer engagement
There’s so much customer data around us, and it gets richer and faster each and every day. People are talking non-stop about Big Data and its many uses in various parts of the market. But what’s not...
View ArticleA glimpse inside the retail bank of the future
In previous blogs we referred to the operating models of retail banks by identifying certain product and channel features that drive the changes in the industry. This post will focus on the evolving...
View ArticleThe surprising new way we can target a mobile shopper
It’s official. Apple’s recently and quietly released new iBeacon tech has been deployed as ShopBeacon by shopkick. First a little about shopkick…it is an app that offers customers “kicks” that...
View ArticleWhat if an airline thought about customer experience management?
I’m flying today. It’s the end of the Thanksgiving holiday and I’m frankly stressed about the prospect of crowds, hassles and delays. But I’m fortunate. I fly on an airline that is focused on...
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