Resources

When the Customer Is King, Customer Experience Rules

Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line.

Is Customer Experience Profitable? You Can Bank on It

Customer satisfaction with most banks is at its lowest in years. Banks could win customer loyalty by showcasing experience excellence.

Creating the Un-Bank Experience

ING Direct CEO Arkadi Kuhlmann took a cue from retailing to offer a customer experience unlike any competitor in banking.

Commerzbank Takes the Customers' Point of View

By listening its customers, German-based Commerzbank kept its customer base stable throughout a two-year acquisition period.

Short-Termism Is the Biggest Threat to Trustability in Financial Services

Don’t fall into the trap of IBGYBG.

Excelling Through Excellent Customer Experiences

Research reveals the strategic areas that retail banking must focus on to succeed in today’s hypercompetitive market.

The Winning Way to Deliver Superior Service: “Every Customer Every Time”

Mark Beausoleil, director of retail sales and service, explains the service strategies that support the achievement of the award.

ING Netherlands Is Uniquely Customer Centric

Collaboration and accountability create customer experiences that differentiate the bank from its competitors.

The Essential Element of Customer Service in Telecommunications

Telecoms are offering a wealth of complex products and services. Now they need a customer support strategy that’s equally advanced: segmentation-based service.

Local Innovation Spurs Global Growth at Etisalat

Etisalat Group CMO Essa AlHaddad discusses the telecom’s approach to customers and how it connects local autonomy with enterprisewide strategy.

One Constant in the Social Revolution

Telecom convergence means trustability will increase in importance.

Customer Centricity Starts at the C-Level

In a changing business environment Xerox Chief Marketing Officer Christa Carone works closely with her C-level colleagues to shed old brand perceptions and partner with customers for long-term strength.