Portrait Software Blog

Customers are demanding more from their banks now than ever before and the industry has been forced to step up to the challenge with improved services and 24/7 access to information. There is now a new generation of banks, including the likes of Tesco Bank, Virgin Bank and Metro Bank, which are each redefining the concept and the landscape of excellent and personalized customer service.

Jennifer Kirkby wrote a nice article that summarised the common challenges for enterprises trying to deliver consistent customer experience.

In previous posts, my colleagues have expanded on the conception that email marketing isn’t free and the heavy price marketers risk paying by flooding their customers’ inboxes with untargeted offerings.

The opportunity for new revenue

Proactive cross selling within an existing customer base is standard practice for many large B2C organizations. Indeed for many businesses it is their biggest source of new revenue. However for some, cross selling may be new and previously un-tapped territory. For example, an opportunity to pursue new cross selling routes has just arisen for France Telecom.

I’m always interested in the question “what being customer centric means” so it was good to read Harry Klein’s views in his blog “Core Values of Customer Centric Organizations”. Klein advocates a set of core values appropriate for customers, products / services, employees and business goals. However, his list of core values did not include reference to employees.