Retail Loyalty Defection

July 20, 2010

Today’s American Banker has an article about retail customers becoming less loyal (and less profitable) to their banks.  To quote: “Our research shows a fundamental power shift between the banks and their customers since the financial crisis began,” Noel Gordon, global managing director of Accenture’s banking industry practice and co-author of the research, said in [...]

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To CxO or not to CxO?

July 10, 2010

One drumbeat during Forrester’s 2010 Customer Experience Forum was the rise of the Chief Experience Officer (CxO). My inner geek needed to know who was the first CxO.  My quest went unanswered. If you know drop me a note. My quest did turn up a few insights.  One role description was coined in 2001 by [...]

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Overtone’s Multichannel Customer Listening Strategy

July 2, 2010

On a whim, I decided to catch Craig Brennan‘s talk about “how do you create an effective multichannel customer listening strategy”.  Craig is CEO of Overtone, one of the new breed of outsourced social media monitoring companies. I have to say two things up front.  I fully expected Craig to be pitching.   Instead I [...]

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Getting Customer Experience Basics Right

July 2, 2010

When you decide to take your bank or business down the customer experience or engagement path you are at the same time making an explicit choice to do so. In bank speak – you may be making a choice to shift from more of a transaction model (Target) to a more relationship oriented service delivery [...]

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Forrester CE Forum 2010 – Hesse’s Magnificent 7

June 30, 2010

This is the second time I have heard Dan Hesse, CEO of Sprint, chat about the customer experience transformation journey they have been on.  It’s a great case study in leading a customer oriented change. Dan started off by offering a where we have been view.  In 2008, when he took over as CEO, Sprint [...]

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PMO Must Haves – Process Classification Framework and Zachman

June 18, 2010

I was doing some research for a talk I am preparing on merger best practices and decided to update my understanding of two critical frameworks that all merger specialists should have in their tool kits.  Actually, these should also be part of any transformation or business as usual approach. However, the concept of process and [...]

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Totally Awesome

June 17, 2010

OK…this is a bit of pure on line fun.  The Dutch retail company HEMA just did an update of their website.  First, they sell absolutely nothing on line. And yet,  somehow, my father-in-law in Australia, sent this to my wife, who sent it to me…. Talk about word of mouth – or email.  Take a [...]

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Innovating Brand

June 13, 2010

I was doing a bit of research today for a project I have been working on about the interconnect between brand and employee engagement and wanted to share what I found. First, I have been a member of Chartered Institute of Marketing ever since I was head of Marketing and Services at Capital One Bank.  [...]

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Dyson gets it

June 13, 2010

My ideal job would be chief design ninja (if there was such an animal).  Why?  Weather it’s fixing a broken service, innovating a customer experience, of crafting a thing of beauty (forgive me – the metal of the new Jaguar is awesome).  You know it when you experience it – no detail left undone, perfect [...]

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To BP or not BP?

June 12, 2010

Whatever your point of view, I decided to put my down on paper – or blog – in this case.  It’s on my personal blog because the lessons – while important to large system management in financial services – can be applied in any large system.

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