Bankers and advisors will almost always tell whomever asks that their business is founded on solid customer relations. They’ll tell you emphatically that financial services is a customer relationship business. It’s founded on trust and the only way to truly trust someone is to know them personally. But the reality of the matter is that [...]
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Posted in CRM, SPURspectives, banking, branding, community, consumer behavior, consumer engagement, consumer generated content, consumer perception, customer engagement, customer interaction, customer relationship management, financial services, follower, individualized marketing, investment, leader, lifecycle, marketing, marketing budget, marketing innovation, network, one to one marketing, personalized marketing, social branding, social marketing, social media, social network, spur communications, transformation, twitter on Sep 23rd, 2009
The financial sector is great with numbers. They collect more data than you can imagine. At Spur, we use it to customize communications for investors. Since no two investors are alike, we use what we know about them to create communications that are specific to their individual needs. We slice and dice market data for [...]
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Posted in 1:1 Marketing, CRM, branding, community, consumer behavior, consumer engagement, consumer perception, customer engagement, customer interaction, customer relationship management, donor engagement, follower, insurance, investment, leader, lifecycle, marketing, marketing budget, marketing innovation, network, one to one marketing, sprint on Apr 22nd, 2009
All of the money making hype about social media has a tendency to overwhelm one of its most powerful uses — customer service. Many of us have heard the stories about Comcast and their use of Twitter to manage customer issues. But there seems to be no end of the folks who aren’t sold on [...]
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I got to use my other extended warranty recently ‹ I’ve bought two in my life. I wrote about the Apple warranty in a previous post, this one is for my Sprint cell phone. Now don’t run to another post just because I said Sprint. Poor Sprint. My hometown telco, struggling to survive. I love [...]
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Posted in Uncategorized on Oct 22nd, 2008
I had a fairly unpleasant experience recently when my trusty iMac had a meltdown. This is never any fun. I’ve been around computers enough to have lived through a variety of disastrous experiences — all recoverable, but a pain nonetheless. The most recent episode got me thinking about how customer service can create brand erosion. [...]
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