When one talks about creating amazing customer experiences, financial services is not the first industry that comes to mind. However, there is no denying that a few financial services companies are a class apart when it comes to customer experience. They have set the standards for...
In my journey as a customer experience professional, I have learned that Net Promoter Score® (NPS) is the ultimate measure of customer experience. It is the simplest yet most powerful metric that any company can use and measurably improve its customer experience. The issue is that most people...
Who has not heard of The Charles Schwab Corporation? It really needs no introduction. Listed as one of the largest banks and brokerage firms in the United States, The Charles Schwab Corporation provides a wide variety of services ranging from brokerage and banking to money...
Providing a good customer experience is expected of any organization. We live in an era where exceptional customer experience is considered as a great differentiator for any company. Any company that ignores this fact is bound to experience a down-turn in its revenues sooner or...
You’ve been excited about implementing NPS all this time; you’ve accumulated your resources, you’ve sold the idea to the stakeholders and influenced the members. You’ve seen your NPS ratings climb up. You’ve seen some good reviews.But being a customer-centric organization, have you made a difference in...
Your customers are eager to be heard. There is a lot of communication they are having with you, both on offline and online channels. Some channels they could be communicating with you are -Communication on social platforms NPS® surveys responses Customer support calls Communication...
Businesses are on a mission to grow. Different departments constantly work on projects to realize this mission. Marketing may want to generate more leads, sales may want to close more customers, operations may want to work flawlessly, manufacturing may be on a quest to create a zero...
By 2020, customer experience will overtake product or service as a key brand differentiator. Companies have risen to this fact and are working frantically to succeed in becoming customer centric.What do you think is a key differentiator between top-notch competitors?“When the customer comes first, the...
Making a customer is an art that an "artist" must master in order to bring out a "masterpiece". Although the process of painting on an empty canvas can require a tremendous amount of sweat, blood, and tears, the consequence of such an effort is always...
Exceptional customer experience is the biggest differentiator a brand can build. Customer feedback plays a critical role in understanding what the customers are saying about this experience being delivered to them.But collecting customer feedback is just the tip of the iceberg. The real merit is in...
Omoto
