Banking on Customer Mistakes
Taking advantage of customers' errors may seem profitable in the short term, but in the long term it erodes customer trust and leads to churn.
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Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.
Category Archives:
Financial Services
February 22, 2012
Balancing Multichannel Customer Support with Cost Containment
Many financial services companies struggle to balance company and customer requirements. Specifically, they're challenged with the need to deliver exceptional multichannel contact center experiences while managing operational efficiencies, containing costs, and harnessing opportunities to increase sales.
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December 14, 2011
5 Social Media Banking Efforts in Action
According to Mashable.com, retail banks use social media most often in five ways: to build their customer community and gain referrals; gain product development insight through customer suggestions and crowdsourcing; facilitate customer service interactions; expand marketing and promotional efforts; and be more transparent and efficient than in other communication channels. Below are examples of how some banks put these social media efforts into action.
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