Articles with Banking and Financial Services

When Rules MUST Be Broken

Rules and bureaucracy are sometimes necessary for the smooth running of your business - but they are incredibly dangerous when they lead to unhappy customers and bad experiences.

Where is Your Next Whack-on-the-Side-of-the-Head Going to Come From?

With "shadow banking" now responsible for 25% of the whole financial services industry activity, short-sighted executives did not see that customer frustration would move them to seek other alternatives. But is this also happening in your industry?

C.R.M. Can Be Really Magical – When It Works

Companies spend fortunes on expensive CRM systems, but more often they are used to save money rather than make the lives of customers better. Here's how to make sure it pays off.

Practical Tips on Customer care

There is a growing trend towards customer self-service in business today, and it's usually introduced to save the company money on operational costs. But will your customers hate it as much as they hate call centres?

Don't Just Chase the Big Spenders

The large number of small customers are often denigrated and ignored in favour of the large and profitable customers in most businesses. Yet the "long tail" of smaller customers are also valuable, and you ignore them at your peril.

Miao! & Woof! How to Deal With Pets in Your Business

When customers come into your business bringing their pets, it can create problems for you. Here we examine some possible solutions to avoid trouble

Nanny state rescues banks, but you’re on your own

Every few months yet another law seems to be passed to "protect" us to the point where it seems impossible to do anything without too much bureaucracy. It doesn't work!

Sometimes Self-Service is the Best Service

The world of customers seems to have become awfully complicated, but there are lots of ways in which you can reduce their effort and simplify their lives.

Stop Trespassing on My Real Estate

Companies today are looking for any way to promote mass advertising, and they are using the internet to do so. They are making more enemies than friends by pushing unsolicited and unwelcome adverts everywhere.