Nov 8, 2005

Customer experience market research

Pierre Boces just brought this to my attention. It is a piece of research by Datamonitor, on behalf of IBM and Siebel, titled "Customer Experience and Sales Effectiveness within the World's Top 300 Retail Banks".

This adds to a growing body of literature on the importance of providing a top rate customer experience. It focuses on traditional contact points like the branch and the web, but much of the thinking would also apply to the much larger POS channel.

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