Tag Archives: financial services

The ‘Uberfication’ of Financial Services

Posted on March 21, 2016 by richardnichollstp1

I recently attended the Marketforce 20:20 FS Customer Experience event and wrote about my initial reflections last week in my blog.  I wrote about the need for banks to change and become adopters of technology and new thinking and have … Continue reading →

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Redefining The Needs Of Bank Customers

Posted on March 16, 2016 by richardnichollstp1

Last week I attended a MarketForce event focused on customer experience in financial services. One of the key messages I took away from that event was the growing importance of data in the customer experience and how important it is … Continue reading →

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Can retail banking customers have it all?

Posted on September 22, 2015 by richardnichollstp1

As previously explored in my blogs customers like to take the path of least resistance which has resulted in a surge towards online banking and more recently banking through a smartphone App. A recent report from consultancy McKinsey has suggested … Continue reading →

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Making it difficult for the customer is making it difficult for your business

Posted on September 2, 2015 by richardnichollstp1

In the last Blog I wrote ‘Why being easy isn’t a bad thing’ I explored five principles for making you an easy organisation to interact with and thus retain customer advocacy and loyalty. I felt compelled to re-visit the first one … Continue reading →

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Apple Pay Launches in the UK

Posted on July 20, 2015 by richardnichollstp1

Apple Pay has arrived in the UK. I saw Pete Markey, the Chief Marketing Officer of the UK Post Office proudly demonstrating his Apple Watch on LinkedIn earlier this week – presumably paying for something by tapping his watch on … Continue reading →

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Shifting Sands for Finance in the UK

Posted on July 8, 2015 by richardnichollstp1

The Financial Service industry in the UK is constantly changing and the recent weeks have been no different with HSBC retrenching services and reducing its staff numbers, government plans to sell RBS back to private investors and the regulators launching … Continue reading →

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Inspiring loyalty in financial services customers

Posted on March 19, 2015 by richardnichollstp1

In my last blog I explored how it has become easier for customers to swap and change financial products and that the comparison services are missing a trick by not integrating with incumbent service providers. I have been thinking a … Continue reading →

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Building Customer Loyalty in a Virtual World

Posted on March 11, 2015 by richardnichollstp1

The multichannel revolution goes on. I often hear customer service experts speaking about the difficulties of managing so many new customer channels and then the subsequent demands for an omnichannel, but I rarely hear many thinkers looking further out. In … Continue reading →

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Stop Press! Some banks do offer great customer service

Posted on September 2, 2014 by williamvcarson

It’s unusual to see much praise for customer service teams in the press, complaints about awful service are more common, but now and again a journalist will publish an article that heaps praise upon an individual or team.  Last week … Continue reading →

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Will we see more innovation in financial products?

Posted on June 18, 2014 by Matt Sims

The UK financial markets regulator, the Financial Conduct Authority (FCA), recently announced that they would like to see an ‘innovation heaven’ in financial products. This chimes with much of the discussion at the round-table on financial services that Teleperformance hosted … Continue reading →

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