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Articles about Customer Engagement
This page contains a list of the articles we have about various aspects of Customer Engagement. Scroll down to find what you want and then click the link to the full copy.
Big Banks Make Little Effort To Correct Failings: The Former Financial Services Ombudsman Speaks
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Retail banks make little effort to correct their failings with customers
So said Walter Merricks, who was head of the Financial Ombudsman Service until 2009. Mr Merricks spoke about retail banking at a meeting arranged by the Financial Services Forum and sponsored by TripleIC.
The…
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Customers Take Control Of Your Brand With New Media
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Imagine this: a team of men with sledge hammers start deliberately smashing an expensive car to pieces, in front of admiring spectators. What’s going on? Now read on…
Customers are finding new ways to express their pleasure (or dissatisfaction) with their suppliers, and can help…
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Retail Banks and the New Customer Contract
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As the rumbles begin to fade it is clear that the retail banking industry has been through exceptionally turbulent times. The long-standing contract between banks and their retail customers has been shattered.
Those of us who are long in the tooth remember the long…
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Naomi Klein and the Customer as Advocate
Summary: Naomi Klein has argued in her book 'No Logo' that the global brand was created by clever marketing people to persuade customers to pay a higher price than is justified. But the spread and reach of individual communications has made the world one huge gossiping village. Customers are now more inclined to believe fellow customers than the hype. It's a wake up call for marketers to understand their customers' engagement.
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Bart Simpson was once depicted walking through a shopping mall where every single shop was a branch of Starbucks. George Orwell wrote that if ‘Jack the Giant-killer’ had been written in the twentieth century it would be entitled ‘Giant the Jack-killer’. With his characteristic cold-eyed…
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ON THE M&A TRAIL
Summary: Tthe process of due diligence is fatally flawed. Concentrating on past performance alone is like steering a boat by examining the wake. Whether it's a M&A or and IPO transaction the process of due diligence should focus serious attention on the issue of Customer Engagement, which determines future profits.
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Is due diligence doing all it should for your clients?
Do mergers and acquisitions create shareholder value or destroy it? A recent study by the DePaul University of Chicago, Illinois, reported an interesting finding. The sellers of the target business make a profit, estimated at…
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Engaged Customers are the key to your future
Summary: With the tough times of 2009 behind us - but not gone, now is the moment to look forwards. Company deals and refinancing are forecast to be more plentiful this year. So, how do you make sure that your company has the evidence to support a good price in a deal or good terms for finance raising? The issue of Customer Engagement determines future profits. What are you doing to measure it and act on the measurements?
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Look, we have come through. It’s been a tough year, 2009, so how are you and your business shaping up for 2010? Where will you place the emphasis so that you will not only pull through but thrive and build value?
As the world emerges…
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Outsourcing: The Elusive Win-Win Solution
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Ever since the first outsource contracts were signed, the relationship between outsource suppliers and their clients has been potentially vexatious. Each side has a tendency to type-cast the other. Suppliers are readily depicted as greedy, seeking to increase their revenue at every turn. Customers are…
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