Monthly Archives: October 2011

Scary Story: Social Media Spooks Financial Services

In honor of Halloween, I’ve written about something really scary – social media.  It may not scare you, but it frightens the risk-adverse traditionalists who manage financial services companies!  They know that (whether they personally tweet or not), the majority … Continue reading

Posted in Channel Preference, Customer Service, Financial Services, Social Media CRM | Tagged , , , | 1 Comment

Customer Experience in Financial Services – Part 2: Credit Card Issuers

Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services, Uncategorized | Tagged , , , , | Leave a comment