filed in Banking & Cards, Customer Experience, Customer Satisfaction, Measurement & Metrics on Jul.14, 2009
Have you ever had a retail experience that starts with a bang and ends with a thud?
That’s what happened to me recently at Wachovia Bank, and I share it as it illustrates a core practice of Customer Satisfaction surveys that needs re-engineering.
I had occasion to open an account at Wachovia and the experience was the [...]
Loyalty Truth covers all aspects of Loyalty Marketing, Customer Strategy and all things Customer-Centric. The author, Bill Hanifin, has worked with top companies in virtually every consumer facing industry across North America, Europe and Latin America. His insatiable curiosity to understand how consumers make purchase decisions leads to valuable insights used by business to establish enduring brand loyalty.
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