Jul 21, 2015
A positive customer experience can relate directly to a bank's bottom line. Customer Service is not the only factor of the customer experience. In this episode the host @johnsiracusa interviews customer experience expert @Katefeather from @peoplemetrics on the foundations and value of a great customer experience. Get shocked when you learn that a great customer experience may not be what you thought.
Download some research created exclusively for retail banking http://info.peoplemetrics.com/2013_mecx_retail_banking_download
Peoplemetrics blog (http://www.peoplemetrics.com/blog)
Zero Moment of Truth Report https://ssl.gstatic.com/think/docs/2011-winning-zmot-ebook_research-studies.pdf