Tag Archives: financial services

The ‘Uberfication’ of Financial Services

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

Posted in Customer Service, Financial Services | Tagged , , , , , , , , , , , | Leave a comment

Redefining The Needs Of Bank Customers

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

Posted in Contact Centres, Current Affairs, Customer Service, Financial Services | Tagged , , , , , , , , , | Leave a comment

Can retail banking customers have it all?

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

Posted in Contact Centres, Current Affairs, Customer Service, Financial Services | Tagged , , , , , , , | Leave a comment

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

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

Posted in Contact Centres, Current Affairs, Customer Service, Financial Services | Tagged , , , , , , , , , , | 1 Comment

Apple Pay Launches in the UK

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

Posted in Current Affairs, Customer Service, Financial Services, Innovation, Retail, Technology | Tagged , , , , , , , , , | Leave a comment

Shifting Sands for Finance in the UK

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

Posted in Current Affairs, Customer Service, Financial Services | Tagged , , , , , , , , , , , , | Leave a comment

Inspiring loyalty in financial services customers

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

Posted in Current Affairs, Customer Service, Financial Services | Tagged , , , , , , , , | Leave a comment