Who says banking has to be dull? Not the executives at ING Direct, who are banking on powerful technology and clever marketing to make a radical change in an industry that needs it. The result: In less than three years, they've attracted more than a million customers and $10 billion in assets. And they serve [...]
Would You Like a Mortgage With Your Mocha? By Customer Passion LLC | September 7th, 2005
Comments are off | Posted in Customer Experience, Customer Retention, Word of Mouth
Customer Experience Management: From Utility to Delight By Customer Passion LLC | August 30th, 2005
Faced with marketplace factors like cross-channel behavior, media fragmentation, and advertising saturation, there's little wonder companies have such difficulty attracting and retaining today's empowered, demanding, and media-savvy customer. Enter customer experience management (CEM). Currently a hot topic with business executives, CEM promises to be the new level of strategic differentiation and innovation for businesses.
Comments are off | Posted in Customer Experience, Customer Retention
Companies give front-line employees more power By Customer Passion LLC | August 28th, 2005
The hotel chain used a customer service technique that a growing number of hotels, airlines and rental-car companies are now embracing. It's called “service recovery”: empowering employees to immediately solve a problem and give something of value to a disgruntled customer.
Comments are off | Posted in Customer Loyalty, Customer Retention, Employee Motivation