Finance & Insurance
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Getting the Desired Outcome Right
Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal
by Ronni MarshakDo you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively. -
Suncorp Group Increases Online Revenues
A Digital Transformation Success Story
by Susan AldrichDigital Transformation can be a key to effective marketing. Learn how Suncorp Group’s digital strategy, combined with a digital marketing maturity model, is leading to impressive results. -
Zopa: Peer-to-Peer Lender Celebrates 10 Years
Spawned a Global Multibillion Industry; Still Going Strong
by Patricia SeyboldOver 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent. -
Secure for “Your Own Good!”
Cumbersome Security Measures Create Difficult Customer Experiences
by Ronni MarshakBank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse. -
Inconsistent Customer Service Information from Bank of America
Four Different CSRs; Four Different Responses
by Ronni MarshakTrying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done! -
Why the Healthcare.gov Insurance Exchange Bombed
Policy Makers Insisted on a Customer-Unfriendly Workflow
by Patricia SeyboldThe long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why. -
Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
The Next Big Thing: Customer Ecosystems
Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done
by Patricia SeyboldCustomer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems. -
How Well Does Mint.com Help Me Keep Track of My Finances?
Customer Experience Audit of Mint.com’s Free Online Application that Helps Customers Analyze and Manage their Personal Finance
by Ronni MarshakHow well does Mint.com, a free web-based personal financial management service, meet the scenario a 55 year old single working woman who wants to get a handle on her personal finances? -
How Well Does Bank of America Help Me Manage My Money Online?
Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices
by Ronni MarshakBankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services? -
How Customers Want to Plan for Retirement with Financial Security
Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern
by Ronni MarshakCustomer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement. -
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
by Ronni MarshakJust how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises. -
Research, Compare, and Select a New Retail Bank
Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo
by Ronni MarshakWe apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank. -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
Customer Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation that Needs Significant Improvement
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at Sovereignbank.com by performing key activities of self-service Customer Scenarios. -
A Customer Experience Journey
Signing Up for CitiCards Rewards Proves Daunting
by Ronni MarshakCitibank changed the rewards on my preferred credit card, offering a bonus for paying household utilities with the credit card. But signing up the various utilities to take advantage of this offer proved to be somewhat of an exercise in f(utility). -
Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange
Peer-to-Peer Lending and Borrowing for “Freeformers”
by Patricia SeyboldHere’s a description of what the Zopa team did to meet their target audiences’ key scenarios and to design their business once they clearly understood those scenarios. -
Campaign Management at Nationwide Building Society
Improving the Cross-Channel, Cross-Lifecycle Customer Experience
by Mitchell KramerThis report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers.
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