Category: Customer Experience Management

Find the truth about your Customers, yourself!

Find the truth about your Customers, yourself!

In an age where even scientific discoveries are turning out to be unreliable, scientists, of course state that these are “self correcting” and therefore in the long run, the truth shall prevail, businesses have something to worry about, mainly so because they need to take quick decisions based on the information they have available today and cannot wait till a more “accurate” version of the truth arrives...

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Five ways Banks can ensure annus horribilis for Customer Experience in 2014!

1. Offer to downgrade:  Banks can bombard the best customers with offers to downgrade their status. For example, they can get the relationship manager to call the platinum card holder and offer her to issue a silver credit card. 2. Cross sell irrelevant products: Its relatively easy doing this.  Run the algorithm on a customer relationship and identify the least fit product. The teller can than try to cross...

Can Paperless Branches be the Sales Engine for the Banks?

Can Paperless Branches be the Sales Engine for the Banks?

Branches are costliest assets for any bank. The costs involve real state, staff, facility management, IT, security and systems and so on. There was a time when almost all banking happened through these branches.  Now with a-changin’ times, banking also happens through internet, mobiles, tablets, ATMs on and call-centers. This has led to a classic dilemma for banks.  If they open new branches, the low returns from...