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Have a look at the Insights archive. You can either read the issue online or download it as a pdf.
Successful customer experience by design
- Increasing product penetration
- Directing the customer experience
- Making life easier for front line staff and customers
Non advice back to order taking or a chance to shine?
- The impact of non-advice on sales
- The role of interviewers in helping customers make their own decision
- Converting order taking into relationship building
Is Muda costing you money and lost sales?
Are your sales managers punching their weight?
- Sales effectiveness diagnosis
- Reinforcing desired sales practices
- Priority activities that truly drive sales
- Deliver high level of skills through more innovative training
Are you choreographing your customers experience?
- Increasing product penetration
- Directing the customer experience
- Making life easier for front line staff and customers
Do operations deliver what sales promise?
- How do you balance revenue, customer service, cost and risk goals?
- Don't improve departments
- Don't solve problems
- Don't spend money
Is there a best way to improve processes?
- Making improvements is a core activity
- Developing your improvement strategy
- Making improvement efforts successful
Are you punching your weight in sales?
- Sales strategy linked to overall business strategy
- Processes designed to maximise opportunities
- Goal setting and measurement that drive critical activities
BCP a bank as competitive as Microsoft
Can you be compliant and still grow sales?
- Balancing compliance and commercial realities
- Avoiding reduced sales, declining service levels and greatly inflated costs
- Supporting front line staff and managers
Blitzing your processes does pay off
- Making significant process improvements
- Fixing problems rapidly
- Dealing with growing compliance issues
Are you courting the mass affluent?
- Why do clients leave?
- What's your value proposition?
- Reviewing your strategy - identifying your weakest links
Which button is for innovation?
- Leading the customer experience
- Building innovation networks
- Measuring success
Are your people working smarter in the new economy?
- Working smarter, better, faster and cheaper
- Exploiting opportunities of the New Economy
- Case studies
Are you recognising your lifestyle tribes?
- Demographic change
- What are lifestyle tribes?
- Implications for financial services
Can you be compliant and competitive?
- Making the customer experience compliant and competitive
- The role of branch staff in helping the customer to buy
- Mapping the pathway to results
Can good compliance be good for business?
- Reconciling compliance and commerce
- Re-empowering managers
- Getting back to basics
Latest News
02.01.08 Rhetoric vs reality in service
13.11.07 Financial diseases of the rich
11.07.07 Principles-based regulation
31.05.07 Choreographing customer experiences
17.04.07 Engaging your customers
23.03.07 Implementing lean service
13.11.06 Crisis Management
Insights
Our work regularly puts us at the leading edge of issues facing senior managers in our clients...
Case Studies
Lloyds TSB
The extra load of compliance costs looked in - escapable. The figures for opening new current accounts, were very worrying: