David Newberry's 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.

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.

If you work in the marketing space – and likely even if you don’t – you’re familiar with the term “opt-out.” In the age of consumer preferences, with more and more customers able to dictate who contacts them and when, opt-out has become one of the most prominent marketing challenges. One type of opt-out that isn’t thought of as commonly, however, is mental opt-out.

I was interested in reading Grant Johnson’s predictions for 2010 and my attention was caught by his number #2) that “Relationships and customer service will continue to matter more than even the best marketing”. http://bigfatmarketingblog.com/2009/12/30/10-marketing-predictions-for-2...

A corporate web site is not just a show window for a company, a place where you can find information but it is more importantly seen by visitors as a reflection of the company in regard to its values, behaviors and its ability to deliver customer service.

More and more on a personal basis, as I log-on to a new web site, I find that my expectations are not being delivered on. I think that we as individuals get very quickly used to technical and service improvements and thereby raise the bar of what we expect on an ever increasingly frequent basis.