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Table of Contents
Can You Build Relationships Through Technology?
The Customer Experience
Making the Case with Senior Management
Part 01 Changes in Customer
1 What the Internet and “CrackBerry”
Have Taught Customers
Process of Diffusion
The Three Phases of Behavioural Disruption
Putting Service Back Into Financial Services
2 Measuring the Customer Experience
Policy and organisational strategy—the bailout fallout
Customer value innovation
Customers? Who Are They Again?
Which product works best on which channel?
How do we ensure it works when we implement it?
Part 02 Fixing the Broken Bits – Channel Improvement ...