Standing Out From The Crowd

In the midst of the economic crisis, while most banks are trying to keep attracting customers by offering higher interest savings and money market accounts, one bank (PNC) is thriving by focusing on delivering a unique online customer experience, specifically designed to target the generation Y (people aged 18 to 34, according to PNC demographics). [...]

It’s already evident that successful enterprises are a result of carefully planned and researched strategies. Without understanding how your customers think, you will never be able to really get them to engage with your site, service or product.   Now, what most forget is that it is too easy to THINK you know your customers [...]

It’s official!  The new generation’s brains REALLY ARE wired to better handle the speed of the digital life (Read the Research). Problems generated by this change aside (and despite how amazed we can be sometimes with these kids’ feats - see video below), the fact is that people’s way of thinking have adapted to instantly process [...]

Here’s a good lesson to everyone that deals with customer experience: Learn from your mistakes. I know it seems obvious, but people usually confuse “acknowledge a mistake” with actually learning from them. Here are some examples: The company recognizes that something went wrong but is unable to pinpoint the real problem The company recognizes that [...]