Masterclass: The secrets to driving customer loyalty
Masterclass, 11 November 2010, London
In the latest survey conducted across Europe’s 100 top banking executives, only 8% of customers rated their service as exceptional. The research conducted by Oracle Financial Services highlighted the need for financial services organisations to adapt, and in some cases transform, their go-to-market strategies. Customer feedback is key to enabling such large scale transformations.
FSA Director Sheila Nicoll reinforced the need for best practice to be adopted across the industry. “Good complaints-handling standards should be the rule, not the exception, and complaints-handling forms a key part of our intensive and intrusive approach to supervise how firms deal with their customers”.
Maru/Syngro have been at the forefront of the market since its inception in 2004, enabling large organisations to capture, manage and implement world-class customer engagement programmes. Our technology and experts enable clients such as Stora Enso, Heineken and Outokumpu to capture real-time customer feedback across web, mobile, call centre and face to face channels in 61 countries and 40 languages.
I feel quite evangelistic about the transformation feedback management can make to a client’s organisation. Customer feedback programmes must go beyond simple data collection and reporting. When designed and implemented correctly, the process will not only ensure true customer engagement, but tangibly improve retention and increase the number of those who actively recommend the services and products to others.