Category Archives: Financial Services

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

Posted in Customer Behavior, Customer Experience, Financial Services | Tagged , , | 1 Comment

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

Posted in Customer Experience, Financial Services | Tagged , | Leave a comment

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

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

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