Monthly Archives: September 2011

Customer Experience in Financial Services – Part 1: Banks

What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year ( showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services | Tagged , , , , | 1 Comment

Ladies and Gentlemen Serving Ladies and Gentlemen

During Labor Day week , my husband and I enjoyed the Ritz Carlton’s strong service model. All guests, no matter how greasy and sandy from the beach, are treated as ladies and gentlemen. Associates, who are encouraged to think of … Continue reading

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Thoughts on Thought Leadership

Readers, allow me a few miscellaneous thoughts as I head out on a long-awaited vacation: Most of my posts have been rather lengthy and fact-filled.  Earlier this year I had lots of time to write – probably more than most readers … Continue reading

Posted in B2B Marketing, Content Marketing, Thought Leadership | Tagged , , | Leave a comment