Banking News

Financial Reform Laws to Impact Bank Customer Experience

Sep 23, 2010 by Confero Inc.

While consumers benefit from improved financial literacy as required by the Consumer Financial Protection Bureau, financial institutions face tough challenges ahead in delivering customer experience in accordance to new standards.

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December 2010: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Dec 06, 2010 by Confero Inc.

  • “Studies show that 85% of a company’s brand image is driven by sales interactions… not marketing campaigns.” (American Marketing Association)

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How Do You Say, “I’m Sorry” to Customers?

Dec 22, 2010 by Confero Inc.

Good service can break down more easily during the busy holiday season, making it even more important to know how to say “I'm sorry” to customers. Inc. Magazine’s article, “How do you say I’m sorry?” highlights the importance of handling customer issues smoothly in the worst possible scenario.  Diners at the upscale restaurant, Jean Georges in New York, encountered a roach on their table. The restaurant manager quickly relocated them to another table and their meal was on the house.   What does your company do when faced with tough customer situations?  Do you train staff on how to appease customers when they are dissatisfied?

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January 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Jan 13, 2011 by Confero Inc.

  • Room for improvement in the customer experience arena.  In a recent study conducted by Forrester Research, over 7,700 customers responded to questions on satisfaction with 154 companies.   Surprisingly, respondents ranked only 6% of the companies as excellent.  They ranked 2/3 of the brands as okay or poor.
     

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25 Resolutions for Customer-focused Organizations

Jan 13, 2011 by Confero Inc.

  1. Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.
     

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