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Customer Charged
Compendium of customer experience: news, developments and innovation in customer experience
Curated by Marty Carroll
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Branch Showcase: Experimental Concept Stores & Flagship Designs | The Financial Brand: Marketing Insights for Banks & Credit Unions

Branch Showcase: Experimental Concept Stores & Flagship Designs | The Financial Brand: Marketing Insights for Banks & Credit Unions | Customer Charged | Scoop.it

Branch Showcase: Experimental Concept Stores & Flagship Designs

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Commonwealth Bank's Kaching App Has No-Login Option, Simple Balance (NetBanker)

Commonwealth Bank's Kaching App Has No-Login Option, Simple Balance (NetBanker) | Customer Charged | Scoop.it

There are two problems with the current state of online/mobile login: It's too hard for customers to log in to their own accounts, especially using mobile keyboards Yet, it's too easy for crooks to log in to other people's accounts


Since the dawn of online banking, the industry has struggled to balance user experience with security. And tiny mobile keyboards make the login experience even more frustrating.

But it doesn't have to be that way.

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Banks Branch Into Yoga - Real-Time Advice - SmartMoney

Banks Branch Into Yoga - Real-Time Advice - SmartMoney | Customer Charged | Scoop.it
Hoping to reinvent their outposts, banks are experimenting with classes, community rooms, and eliminating branches altogether.
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Citi Debuts Kindle Fire App - American Banker Article

Citi Debuts Kindle Fire App - American Banker Article | Customer Charged | Scoop.it
Citigroup has made a number of recent moves to take advantage of the popularity and utility of tablets, and this week expanded further into the channel by adding a new Kindle Fire app. The app will use the Kindle Fire's seven-inch, full-color screen to offer financial services such as balance inquiries, bill pay, funds transfer and access to rewards, making Citi an early adopter of Kindle for financial services use.
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Barclaycard Ring - community driven credit card

Barclaycard Ring is a credit card that's driven by its community of cardmembers.The community is a forum where you can exchange ideas, share knowledge and ma...
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From First To Worst - Continental In A Post United World, Lessons In Next Gen Customer Experience - Forbes

From First To Worst - Continental In A Post United World, Lessons In Next Gen Customer Experience - Forbes | Customer Charged | Scoop.it

It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in. Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have reached the abyss of United’s.

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The future of online banking

The future of online banking | Customer Charged | Scoop.it

To know what the future of online banking looks like, it’s probably worth looking at the present – online banking isn’t new. I’ve been banking online for ten years now, and I was hardly an early adopter.

When you think of online banking, you probably think about a computer (either a desktop or laptop), a three or four step security process and then an interface that lets you view the balance of your various bank accounts and credit cards, whilst permitting you to transfer money and pay bills. And you’re not wrong either.

But the broader definition of online banking should really be any platform that lets you move or otherwise manage your financial affairs digitally.

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Wells Fargo, BofA Losing Customers As Fees And Poor Service Drive More to Switch | The Financial Brand: Marketing Insights for Banks & Credit Unions

Wells Fargo, BofA Losing Customers As Fees And Poor Service Drive More to Switch | The Financial Brand: Marketing Insights for Banks & Credit Unions | Customer Charged | Scoop.it

Consumer irritation with fees, coupled with poor service and unmet expectations, has fueled increases in defection rates among customers of large, regional and midsize banks, according to the J.D. Power & Associates 2012 U.S. Bank Customer Switching and Acquisition Study.

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The future of customer service and social media: infographic

The future of customer service and social media: infographic | Customer Charged | Scoop.it
According to Zendesk's new infographic, 62% of customers are looking for more support through social media.
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CX Journey: The Apostle Model

CX Journey: The Apostle Model | Customer Charged | Scoop.it

While NPS uses just one question (likelihood to recommend) to segment customers, the Apostle Model uses two: overall satisfaction and likelihood to repurchase. It's important to look at customers using this two-dimensional approach: using just one or the other doesn't give you the full picture. Just because you are satisfied doesn't mean you are loyal, and vice versa.

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Fifty percent of Americans to use mobile banking by 2016 - study

Fifty percent of Americans to use mobile banking by 2016 - study | Customer Charged | Scoop.it

As U.S. banking consumers continue to embrace mobile technology -- and specifically, the widespread adoption of smartphones -- the use of mobile banking services is expected to approach 50% by 2016 versus 15% today

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Pinterest as Free Market Research

Pinterest as Free Market Research | Customer Charged | Scoop.it
My first reaction was panic. You know how it goes. First I heard about Pinterest. Then I heard that it grew 429% from September to December 2011. And I thought, Oh, my god, the future is preparing to leave without me...again.
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Barclays launches Pingit money-sending service for smartphones

Barclays launches Pingit money-sending service for smartphones | Customer Charged | Scoop.it
Fast, free money-sending service, Barclays Pingit, enables UK current account customers to send and receive cash via mobile
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Amex: Mobile payments 4-6 years away from tipping point

Amex: Mobile payments 4-6 years away from tipping point | Customer Charged | Scoop.it
American Express execs said mobile payments are 4-6 years away from a tipping point and it's gearing up for it.
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Paypal faces a lot of competition in mobile payments (infographic)

Paypal faces a lot of competition in mobile payments (infographic) | Customer Charged | Scoop.it
PayPal announced today that it would be entering the mobile payment market with its own smartphone dongle, PayPal Here.

 

It’s a triangular widget that plugs into the headphone jack of your phone, similar to the rectangular dongle of prominent mobile payments startup Square.

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Isis NFC Payment Demo from SXSW 2012 - Bank Innovation

Isis NFC Payment Demo from SXSW 2012 - Bank Innovation | Customer Charged | Scoop.it
We take a look at the Isis NFC-payment system at SXSW 2012 and this has the potential to finally let you replace your wallet with your phone.

Via David Hodgkinson
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The Role of Social in Innovation Strategy | Innovation Management

The Role of Social in Innovation Strategy | Innovation Management | Customer Charged | Scoop.it

In this article Harun Asad explores the role of social in innovation strategy more broadly, and cites several real-world examples as well as share some predictions for the future.

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5 Habits of Customer-Obsessed Companies

5 Habits of Customer-Obsessed Companies | Customer Charged | Scoop.it
There's a reason ESPN, Google, and Zynga lead their industries. They're relentless about understanding their users. Here's how you can be too.
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Experience Is The Next Frontier In Marketing | Fast Company

Experience Is The Next Frontier In Marketing | Fast Company | Customer Charged | Scoop.it

As antithetical as it may seem in a hyper-digital word, experience--how we interact in the physical world--is the biggest buzzword in marketing today. Here's how smart companies are considering customer experience when they look to the future.

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How to Understand the Notoriously Irrational Consumer | Innovation Management

How to Understand the Notoriously Irrational Consumer | Innovation Management | Customer Charged | Scoop.it

Companies put in lots of Market Research efforts to nail down the needs, wants, wishes and whims of the elusive consumers. But, how reliable are the results? Are there logical – or illogical – reasons why consumers sometimes say one thing and still do the other?

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The Financial Services Club's Blog: Retail financial channels are not as simple as some think

The Financial Services Club's Blog: Retail financial channels are not as simple as some think | Customer Charged | Scoop.it
A lengthy discussion yesterday about retail distribution channels for banks. The debate began with whether a traditional bank could succeed in launching new channels against clean sheet start-ups. The answer, imho, is no.
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How Twitter Helps Starbucks Brew Up an Excellent Customer Experience | The Content Strategist

How Twitter Helps Starbucks Brew Up an Excellent Customer Experience | The Content Strategist | Customer Charged | Scoop.it

This post is part of the Twitter for Brands Series, which features winning strategies from the top brand pages on Twitter and provides tips on how to emulate their successes.

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Boku mobile payments look to crack contactless market

Boku mobile payments look to crack contactless market | Customer Charged | Scoop.it
Near-field payments technology will use the Mastercard PayPass system to enable users to make purchases via their mobile phones...
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Mobile money: Using your phone to transfer cash

Mobile money: Using your phone to transfer cash | Customer Charged | Scoop.it
By the start of next year, every bank customer in the country may have the ability to transfer cash between bank accounts by using an app on their mobile phone.
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How Do You Design Great Service Experiences?

How Do You Design Great Service Experiences? | Customer Charged | Scoop.it
Every time you ship a package, withdraw cash from the ATM, or call your health insurance provider, you’re experiencing a service system.

 

 

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