In this guide, you'll learn an inconvenient truth that will challenge your thinking and assumptions about customer loyalty. We discuss the following: The one reason why businesses struggle with loyalty. How the struggle is made worse by myths and disbelief. We outline The scale of the behavioural change that [...]
Satisfaction used to be the standard. People used to be perfectly happy with ‘satisfied’. But something has changed. In fact, a number of things have changed.
Retail banking shouldn't be seen as an endless bout between between challenger and incumbent. Customers don't view their experience in this way. Neither should you. People are seeking financial allies, not adversaries. They don't care about the issues that preoccupy most traditional banks - legacies, cost, regulatory pressures, models [...]
“75% of brands could disappear ... and most consumers wouldn't care ...” What’s going wrong with the UK services sector? As I ended last week as Mr Angry, having had bad experiences with my bank, utility provider, and delivery company, I reflected on what had gone so wrong. Have [...]