The Customer Management Code: Stop, Look and Listen

July 21, 2011 - PRLog -- Customer Management IQ: How do you think that customer experience management within banks and financial services has changed over the past few years?

J Hinder: It’s an interesting question. I think it’s been a bit of a roller coaster piece in that if you look at five to ten years ago, customer experience management got a bit worse for companies because there was a big focus on using the internet and telephone technology, basically to reduce costs above anything else. That also presented itself as a dissolution of a joined up channel strategy for businesses as they focussed predominantly on cost reductions. However, what you see, particularly in the last three or four years, is that a number of companies have started to understand that they really need to think about a joined up customer experience, no matter what the channel that the customer is using. For the end customer that means that whether they use the internet or they go to a branch, if a company offers a service like that, or they use the telephone or other method of getting in touch, the experience is a lot better. Underpinning that, I think, is that there has been a great advance in the systems and technologies that underpin customer management, which means that it’s much easier to align channels and also to understand a lot more about your customers.

Customer Management IQ: How do you see this changing in the future?



To download the transcript and mp3 of the interview in full please click here:  http://www.customerexperiencefinance.com/Event.aspx?id=50...



John Hinder will be speaking at the Customer Experience Management for Banking and Financial Services Conference 2011, due to take place from 12th-13th September at the Mayfair Conference Centre, London. For information about the Agenda please visit www.customerexperience.finance.com, email enquire@iqpc.co.uk or call 0800 652 2363.