Customer Engagement – Emotional and Analytical Aspects

I recently ran across a customer engagement article on the UK website, FinanceWeek.co.uk. It offers a beautifully succinct definition of customer engagement and explains why it’s so important.  In the article, “Customer Retention or Attrition – The Choice is Yours,” Neil Craig defines customer engagement as…
“Customer engagement goes far beyond customer satisfaction to embrace loyalty [...]

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Increase Consumer Perceptions in the Financial Service Industry

Forrester Research has recently published its Customer Advocacy 2008: Consumers Rate Their Banks, Brokerages, and Insurers. The contents were highlighted by 1to1 Media senior editor, Kevin Zimmerman in his article, Consumer Rankings of Financial Services Firms Hits Five-Year Low. Zimmerman stated that consumer perceptions in the Financial Services industry have hit their lowest levels since [...]

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Customer Engagement through Operations

I recently had an issue with my bank regarding online fraud and had to cancel all accounts and open new ones.  A few months later, one of the canceled accounts (that had fraud on it) reared its ugly head back onto my online banking with an astronomical negative balance.  After many days of going back [...]

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Gain Permission before Engaging in a Relationship

In his recent article, Congress asks Embarq about Selling Customer Info, posted today, AP writer David Twiddy explains why Congress is looking deeper in the online subscriber tracking activities performed by Embarq with association NebuAd, a company focused on tracking subscriber visits for marketing and advertising purposes.  The allegations discusses that Congress wants to know [...]

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