As the CEO of a large financial institution what would be the one thing that you would monitor that would be a litmus test of how well your company is living up to the core values you have set for yourself. Ever wondered what your peers like American Express, USAA, Vanguard, Westpac etc. monitor to find the same. The Infographic provided in the blogpost explains Net Promoter Score , a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business.
Tagged: Customer Loyalty
For large retail banks, choosing where and how to compete is a complex challenge. They need to deliver the level of personalisation and flexibility customers want, and develop differentiated products and services — all while lowering costs and generating sustainable profits. Though there is no simple solution, E&Y researchers and analysts could come up with some practical suggestions. To know more, do check the Ernst & Young’s latest survey of retail banking customers around the world. The study examines the views of more than 28,500 banking customers in 35 countries, gathered in March 2012. This blog post is a snapshot of the observations made. Read on..
An insight into the drivers dictating the moves Banks are making in the Industry especially around dealing with multiple dimensions of customer loyalty, data and device explosion and trust and brand building. A lot of circumstances are driving Banks in the Middle East to really invest their energies into generating customer loyalty in an overbanked, ultra competitive and highly regulated marketplace. A great way to...