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Banks and Telco Convergence: Giving People More Choice and Control
Collaboration between banks and telcos is not a new topic. A 2001 article in Strategy+Business, Why Banks and Telecoms Must Merge to Surge, talks about the convergence of bank and telecom alliances...
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Priority Seating in Banking
It is well understood that attracting new customers is much more costly than retaining existing customers. In fact, many studies show the cost of attracting new customers is up to 5 or 6 times more...
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Owning the Customer Journey
In the last five years, it has become abundantly clear that the question of digital transformation is not one of if we should prepare for its affects, but instead how should we prepare? And more...
View ArticleAttributes of the Connected Customer Experience Journey and the Need for Change
The new, digitally connected customer experience journey and its impact on enterprises is a topic that is being widely discussed across multiple channels and industries. While many different points of...
View ArticleThe Stories People Tell
The Baby Blanket Story I once worked for a CEO who was naturally curious and interested in her customers—both internal and external. She had a genuine desire to serve her employees and clients well, in...
View ArticleFour Questions for Retail Bankers
The retail banks we talk with are all facing the same digital imperative: become a customer-centric enterprise as quickly as possible, or risk losing customers to new, more innovative competitors. With...
View ArticleOwning the Customer Journey – Delivering continuous value to customers in a...
In my previous blog, ‘Disrupt or be disrupted- What will you choose?’, I talked about how digitization has lowered entry barriers and introduced new competitors to many industries. I cited examples of...
View ArticleOwning the Customer Journey — Imperatives for Success
In my previous blog, Owning the Customer Journey—Delivering Continuous Value to Customers in Boundaryless World, I explored how companies must ‘own the customer journey’ to be competitive in the...
View ArticleFive Steps for Creating More Value for your Digitally Empowered Customers
This is the fourth and final blog in the customer journey blog series I have been writing. The first blog, Disrupt or be disrupted, talked about the need for organizations to focus their business...
View ArticlePersonalization of Customer Journey – Making Each ‘Micro-Moment’ Count
Marketing personalization has come a long way from using a prospect’s or customer’s name in a direct mail or e-mail subject line. Today’s sophisticated buyers appreciate personalized experiences as...
View ArticleNow, It’s Personal: A New Way Of Thinking About Personalized Banking
What does personalization mean when you’re a bank? From the bank’s point of view, personalized banking means micro-segmenting customers so you can know which ones to serve up specific offers or...
View ArticleDelivering superior customer experience is not a cakewalk, but a well-rounded...
The inspiration for this blog post came from a chance encounter with a veteran in the consulting industry. She mentioned, “The customer’s perception is your reality, and you live and breathe to make...
View ArticleOnline Retailers Venture into the Brick-and-Mortar World
Have you ever wanted to buy that piece of jewelry or, that funky pair of pants online, only to stop short of thinking “How big the shining piece is actually going to be?”, or “Is that the real shade of...
View ArticleThe only thing constant is change: The need for an agile customer and...
Technology is becoming so infused in our everyday lives that we hardly realize it’s there. Our homes, cars, clothes, devices have embedded sensors that automatically adjust thermostats, drive us where...
View ArticleThe Most Important Thing Retailers Sell: Relevant, Differentiated Experiences
Experiences, both online and in-store, are becoming the most important thing retailers sell. As physical and digital experiences converge, they shape and inform each other in new and exciting ways....
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How will the New Starbucks Rewards Program Impact their Brand?
Starbucks is known for their strong customer-brand connection. With a strong mission statement: To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time, and the...
View ArticleMillennials and the Importance of Being Earnest
Millennials, born from 1977-1995, make up 25% of the population in the U.S. with 80 million members and more than $200 billion in annual buying power. [Source: Barkely Millennial Research] It’s no...
View ArticleHow IoT is Changing the Way We Live
Since the beginning of time, we have strived for ways to make life easier. Whether it’s the wheel, the light bulb, the printing press, computers, Smartphones, or a host of other advancements, the...
View ArticleWhy all enterprises need to be Customer Journey Driven
Every successful enterprise must invest in people, strategies and technologies that engender deep, loyal customer relationships. Organizations large and small thrive on this kind of customer...
View ArticleReinventing the Shopping Experience
One of my favorite jokes by late comedian Mitch Hedberg goes something like this: Someone handed me a picture and said, “This is a picture of me when I was younger.” Every picture of you is when you...
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