Do Customer Loyalty Programs Really Work?
Customer loyalty programs and memberships have been around for decades. Consumers love the idea of saving money, receiving exclusive offers, and getting priority service from their favorite retailers, banks and service providers. But are these programs causing businesses to actually miss out on key opportunities that truly build customer loyalty? There is a misalignment between […]
Consumers Want to Meet with a Bank Associate
Though today’s hot conversations revolve around the “digitization of everything,” what Engageware’s latest research reveals is that consumers are actually looking more and more to in-person interaction. Engageware recently surveyed 2,064 consumers about their banking experiences, perceptions and behaviors. Nearly half (43%) of respondents indicated that they visit their branch 10 times per year or […]
Regions Bank Ranks as Top US Bank for Customer Service
Within the past five years, customer experience has been recognized as a core contributor to business success, driving the emergence of related programs, processes and the hire of dedicated customer experience experts in more and more corporations. Bruce Temkin, co-Founder of the Customer Experience Professionals Association, (CXPA.org), managing partner of the Temkin Group (and former […]