July 22, 2014
Webinar - Focusing Customer Feedback Efforts Where They Matter to Gain Actionable Feedback
By Tracey E. Schelmetic, TMCnet Contributor
A generation or two ago, customer loyalty was ensured by geography. Banks, doctors, grocery stores, restaurants and pharmacies were all patronized by the people who lived near them, since many people didn’t have cars and were limited to doing business to organizations within walking distance of their homes.
We live in a different world today. Not only are we willing to drive 25 miles to a business that we perceive gives us more, but the Internet has literally made the entire globe our marketplace. For financial services organizations, this has meant a steep climb in competition. Since financial services such as banking, credit cards and loans are highly commoditized services, these companies need to compete on the quality of their customer service.
Not only are financial service organizations under pressure to compete in terms of customer care, but they area also heavily regulated and must comply with a variety of federal and state rules. Some companies spend so much time ensuring compliance in their customer support centers, they have no time and resources left to ensure customer satisfaction by collecting and acting on meaningful customer feedback.
There has been a lot written about the impact of managing customer feedback. Most financial services organizations have made some effort, whether it’s creating a slogan or buying motivational posters for the employees’ break room. The question we need to be asking is, “Have we realized any real value from our efforts?”
On Wednesday, August 13, 2014 at 2:00 PM EDT (11:00 AM PDT), a Web event featuring customer relationship management (CRM) solutions provider Aptean and financial services company CEB TowerGroup will explore how financial services organizations of all sizes and complexity can unlock the true value of effectively managing customer feedback.
It will examine how to automate compliance so companies can focus on the customer experience instead of regulatory issues, how to use processes and enabling technologies to manage customer feedback, how to develop a feedback structure that ensures meaningful action and identifying feedback metrics and measure that help drive meaningful change. Attendees will receive practical advice and real world recommendations they can implement immediately to breathe new life into their customer experience efforts.
For more information or to register, visit the Web site here.
Edited by Adam Brandt