customer satisfaction Archives - Page 2 of 5

Report: engaging customers in e-service and social media

Thanks to a partnership with the people of NetLine, we can now offer you some relevant free white papers and reports.

We download every paper ourselves first so that we can assure that you will only get the best of the best.

In a first report, by Genesys and called ‘Creating Great Customer Conversations’, you find interesting data and tips by Genesys and Gartner on customer service interactions in this social media day and age.

Keywords: cross-channel and social networks.

According to Genesys, consumers are moving quickly to engage over multiple channels but enterprises have not kept pace with customer expectations.

Do your customers think you are only out for their money?

Last week, Forrester came out with its annual Customer Advocacy rankings, rating nearly 50 financial service institutions in the U.S.

The key statement they ask is, “My financial service provider does what’s best for me, not just for its own bottom line.”

The largest banks in the country scored the lowest, including Bank of America , Chase, Capital One, TD/Commerce, Fifth Third, Citibank, and in last place, HSBC. For HSBC, only 16 percent of respondents agreed with the statement, as compared to 70 percent of credit union members.

Why the poor rankings for the big banks?