November 12, 2015
Feeling like a number is the worst. One of the most frustrating customer experiences is receiving the same generic support that was provided to customer one through one thousand. No one wants to feel as though their business isn’t truly valued, yet somehow many leave brand interactions feeling this way. So, as a brand, how […]
April 24, 2015
The aftermath of the 2008 financial crisis created a negative perception of big banks and how they were viewed by their consumers. Seeing them as large, monolithic establishments, with reckless behaviours, customer distrust was at an all time high. We used our eValue™ tool to look at the top scoring banks from each country and […]
April 20, 2015
Banks have it tough on social media. Amidst the barrage of harsh criticism and pointed blame, the genuine bits of praise and sincere customer service inquiries are unfortunately few and far between. Needless to say, such choppy digital waters must to be navigated with grace and tact.