Tag Archives: mckinsey

Retaining Customer Loyalty on today’s Customer Journey Rollercoaster

In his most recent blog, Teleperformance UK & RSA CEO Matt Sims wrote about the changing customer journey and how there has been a dramatic change in the way that customers and companies engage in the past decade. Even in … Continue reading

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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

Marketing leaders know how to follow well

It has always been assumed that a business-to-consumer organisation – one that sells products to a large group of customers – is very different to a business-to-business organisation – one that sells only to other companies. The separation in the … Continue reading

Posted in Customer Service, Marketing, Social Media | Tagged , , , , , , | 1 Comment