Banking News

Dress Codes and the UBS Debacle

Feb 02, 2011 by Confero Inc.

Restaurants, grocery stores and banks all have something in common – an employee dress code.  Some companies, such as UBS in Sweden, have traditionally taken dress codes to higher levels.  A 44-page guide for employees contains specific directives about employee nail care, glasses and even underwear.  Recently, though, UBS announced that it will change its strict policies to more practical dress guidelines.  While most companies don’t manage company appearance down to such small details, many have some type of code in place, whether it includes wearing name tags or collared shirts, or directing employees not to wear jeans, nose rings or multiple earrings. 

read more >>

[0] Comments


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

Mar 03, 2011 by Confero Inc.

Each month, the Confero Connector brings you stats that impact customer experience within various industries.  Take a look at these significant statistics that we uncovered recently:

read more >>

[0] Comments


25 Business Types for Mystery Shopping, Customer Experience Research and Compliance Audits

Mar 03, 2011 by Confero Inc.

Confero’s 25 years in the customer experience research field has allowed us to interact with various industries over the years.  With our experience in so many diverse industries, we apply knowledge to new projects in unique ways.  Here’s a list of 25 types of businesses that Confero has worked with over the decades, by providing them with services including onsite, telephone-recorded and email mystery shops, competitive pricing studies, retail audits, brand representation at retail, and customer satisfaction surveys:

read more >>

[0] Comments


Bank “Retail-like” Strategies Enhance Customer Experience

Mar 03, 2011 by Confero Inc.

Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience.  With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.

read more >>

[0] Comments


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

May 17, 2011 by Confero Inc.

  • Unhappy customers talk more than you think.  Customer Service Manager reports that an unsatisfied customer tells 9-15 others about the negative experience. 13% of disgruntled customers tell more than 20 people about their problems.     
     
  • Seventy percent of Americans will spend more at places that deliver excellent customer service. A majority of respondents (70%) in a recent American Express survey indicated that they are willing to spend 13% more with companies that they feel provide great service. The American Express customer service study also revealed that last year, only 58% of Americans said that they would spend 9% more with companies that provide outstanding customer service. Another eye opening finding: six in ten Americans do not think that companies are placing more emphasis on customer service. The study was completed in February 2011 and the results were released on May 3rd.

read more >>

[0] Comments


Page 2 of 3 pages  <  1 2 3 >