Category Archives: Customer Experience

A Case of Consumption

In early 20th century British novels the term “consumption” generally refers to TB, but encompasses a variety of diseases that relentlessly sap the heroines’ life energy. I would argue that in 21st century America the term now refers to the compulsion … Continue reading

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Payments Made Easy

With so many banks and merchants trying to get consumers to pay with some form of mobile app or wallet, awareness is increasing.  But so is confusion — there are so many options, and no clear winner.  This impressive infographic … Continue reading

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One Bad Experience

This time my husband wrote the blog entry for me.  Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page.  You’ve probably all written one like it – or intended to after a … Continue reading

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Today’s Mobile Bubble

Today I attended MobileXcincy, a conference that assembled mobile experts and enterprises from around the OH, KY, IN region. Presenters flew in from around the country to address a packed house. Enthusiasm, numbers and ideas flew all day, and I … Continue reading

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Money Management – It’s a Personality Thing

When I met my husband some years ago (before Quicken), I was surprised to discover that he balanced his checkbook by rounding.  He would enter “$50” if he thought he had spent about that, and figured he would be safe … Continue reading

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Financial Services: Too Complex For Consumers?

For the last six months I’ve been focused on developing a thought leadership program for my new company, a payment processor. To be effective for content marketing, sales support and brand building, the thought leadership needs to be focused on … Continue reading

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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

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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 (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading

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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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Thought Leadership on Customer Experience: Part 3

In the last blog in this series, we discussed foundational elements for a successful thought leadership B2B marketing program: a compelling meta-theme, credible eye-opening customer research, data-packed white papers, and key findings segmented into a few key themes that can … Continue reading

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