Posts Tagged customer experience

  • Little love for MicroBiz Little love for MicroBiz

    Why did mystery shoppers seeking to establish a new banking relationship find the banks so painfully inconsistent and indifferent? BY ANDREW INWOOD Australia's largest banks are struggling to deliver a consistent experience to small business customers, reveals the latest findings from resear...

  • Tales of customer service

    Two recent tales of customer service from banks have shown that the luck of the draw when it comes to a bank and its staff has a lot to do with customer satisfaction.Take the experience of Sundeep Kapur, Director Strategic Marketing - Ecommerce at NCR Corporation. While on a business trip to India h...

  • To everything, churn, churn, churn…

    Many organisations operate on the premise that it is better to save an existing customer than it is to find a new one. The theory being that the time and cost to discover, convince and convert new customers is far more expensive than keeping an existing customer.After several decades with one bank t...

  • What would make it easier to bank on Westpac

    So Westpac wants us to think it’s a safe haven. A bank we can bank on. The safety bar on the rollercoaster, the designated driver, factor 50 sunscreen. They’ll be your rock as you curl up into the fetal position, close your eyes and wish the recession away.It’s a pretty lofty promise. That kin...

  • Online insurance point of sale problems

    US based insurer Allstate aims to raise the customer experience stakes while providing a niche offering for motorcycle insurance. Targeting this demographic with a specialised online offering has been lauded as a great insight into customer needs. Australia is not without similar dedicated brands to...

  • Adventures in real world banking

    In the past week I’ve twice had the need to enter a branch to complete deposit transactions. The fact that this felt so foreign was a fascinating reminder of how heavily online banking services have become entrenched in my life. A situation that is true for many customers.On the first occasion I e...