September 8, 2014
Is your Organization Multi-Channel or Omni-Channel?

Is your Organization Multi-Channel or Omni-Channel?

Speaking of 30 or 40 years is extremely significant in the life span of any person, but this does not apply as significantly when we deal with the life span of an organization, company or public institution.
July 25, 2014
[INFOGRAPHIC] CUSTOMER LOYALTY IN RETAIL BANKING

[INFOGRAPHIC] CUSTOMER LOYALTY IN RETAIL BANKING

In some countries, banks made progress in earning customers’ loyalty during 2013, as indicated by a rising Net Promoter ScoreSM (NPS®). But Bain analysis shows that they are far from exploiting the full potential of that loyalty.
July 5, 2014
The Service Area: from Boredom to Satisfaction

The Service Area: from Boredom to Satisfaction

Even though it is a fact that The Internet has provided users with the comfort of carrying out hundreds of procedures online that in the past were exclusively achieved in person, there are others whose actual face to face completion will continue unaltered for many years, either because there is no other way to fulfill them or because they will be the preferred choice for many users.
June 25, 2014
Best Timing for Getting Customer Feedback

Best Timing for Getting Customer Feedback

Customer feedback is mostly associated with satisfaction or service quality surveys; however, this outlook places the emphasis on costs rather than on the real benefits of knowing consumers’ opinions, so getting rid of past paradigms becomes the first step to take.