S4B Customer Magazine | Autumn 2008
ALL JOINED UP: Multi-channel strategies
Mike Harris, founding CEO of Prudential Bank and its spin-off, Egg, and Stephen Holt
from the Department for Work and Pensions (DWP) explain how a consistent multi-channel
experience drives increased customer loyalty.
Customers and citizens are demanding a multi-channel experience, but consistency is key.
Mike Harris, founding CEO of Prudential Bank and its spin-off, Egg, and Stephen Holt from the Department for Work and Pensions
(DWP) explains why.
Gone are the days of self-service being a differentiator. Customer demands for convenience are on the rise and businesses need to respond if they are to enhance the end-to-end experience and free up resources for new revenue opportunities.
In one of the toughest markets, how do retailers sustain growth and remain competitive? Franck Detee, R&D Director at Auchan, explains how their business model is helping them tap into emerging markets.
Motivated by a need to drive effi ciencies and reduce costs, Cambridgeshire and Northamptonshire County Councils in the UK have taken the lead when it comes to reaping the rewards of shared services.
You can only learn about lean through experience. But how can you make sure this learning is also positive for your customers? Professor Daniel T Jones and Paul Henry, two leading authorities on the subject, explain how managers need to roll up their sleeves and get more involved at the front-line.
Mapping the journey for MULTI-CHANNEL interactions
Getting multi-channel right is more than just having a website and call centre to go with it. Choice and continuity of service are vital elements which are often more diffi cult to get right than companies might realise.
Dr Paulo Santos, Vice President, Operation Executive Department, speaks about his role at Portugal’s third largest financial institution.
