Finance & Insurance

  • Suncorp Group Increases Online Revenues

    A Digital Transformation Success Story

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    Digital Transformation can be a key to effective marketing. Learn how Suncorp Group’s digital strategy, combined with a digital marketing maturity model, is leading to impressive results.
    Apr. 29, 2015
    All Members
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  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
    Strategies
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

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    Bank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse.
    Oct. 1, 2014
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  • Getting the Desired Outcome Right

    Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal

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    Do you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively.
    May. 29, 2014
    All Members
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  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!
    Apr. 17, 2014
    All Members
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  • Why the Healthcare.gov Insurance Exchange Bombed

    Policy Makers Insisted on a Customer-Unfriendly Workflow

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    The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.
    Nov. 7, 2013
    Strategies
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  • Don’t Blindside Your Customers

    Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention

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    When there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers.
    Jul. 26, 2012
    All Members
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  • The Next Big Thing: Customer Ecosystems

    Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done

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    Customer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems.
    Jan. 12, 2012
    Strategies
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  • How Well Does Mint.com Help Me Keep Track of My Finances?

    Customer Experience Audit of Mint.com’s Free Online Application that Helps Customers Analyze and Manage their Personal Finance

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    How well does Mint.com, a free web-based personal financial management service, meet the scenario a 55 year old single working woman who wants to get a handle on her personal finances?
    Nov. 17, 2011
    Strategies
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  • How Well Does Bank of America Help Me Manage My Money Online?

    Customer Experience Audit of BoA's Capabilities to Help Customers with Financial Best Practices

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    Bankofamerica.com does a good job of helping customers manage their personal finances. It isn’t as good at helping them choose the right accounts for their needs. How does your company do at helping your customers choose and manage products and services?
    Aug. 18, 2011
    Strategies
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  • How Customers Want to Plan for Retirement with Financial Security

    Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern

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    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement.
    May. 14, 2009
    Strategies
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  • New Car Insurance for a Growing Family

    Customer Experience Test Drive of: Geico and Progressive

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    Just how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises.
    Aug. 9, 2007
    Strategies
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  • Research, Compare, and Select a New Retail Bank

    Customer Experience Test Drive of: Bank of America, Citibank, and Wells Fargo

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    We apply the Product Select and Buy Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to a customer’s research, comparison, and selection activities for a new retail bank.
    May. 3, 2007
    Strategies
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  • Research, Compare, and Select a Travel Rewards Credit Card

    Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover

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    In this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card.
    Apr. 12, 2007
    Strategies
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  • Customer Self-Service at Sovereign Bank

    Limited Supported for Key Activities and an Implementation that Needs Significant Improvement

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    In this customer self-service test-drive report, I describe my experience in helping myself to customer service at Sovereignbank.com by performing key activities of self-service Customer Scenarios.
    Nov. 2, 2006
    Strategies
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  • A Customer Experience Journey

    Signing Up for CitiCards Rewards Proves Daunting

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    Citibank changed the rewards on my preferred credit card, offering a bonus for paying household utilities with the credit card. But signing up the various utilities to take advantage of this offer proved to be somewhat of an exercise in f(utility).
    Oct. 5, 2006
    All Members
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  • Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange

    Peer-to-Peer Lending and Borrowing for “Freeformers”

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    Here’s a description of what the Zopa team did to meet their target audiences’ key scenarios and to design their business once they clearly understood those scenarios.
    Feb. 23, 2006
    All Members
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  • Campaign Management at Nationwide Building Society

    Improving the Cross-Channel, Cross-Lifecycle Customer Experience

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    This report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities.
    Sep. 15, 2005
    Strategies
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  • Establishing and Nurturing a Customer-Centric Culture

    Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)

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    How do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End.
    May. 5, 2005
    All Members
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  • Banks Measure What Matters to Customers—and Improve Service

    Leading Practitioners Now Measure the Quality of Customer Experience

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    Banks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers.
    Sep. 23, 2004
    All Members
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