Tom

  • Tom posted a new activity comment 6 years, 10 months ago

    Ian – this last one (2011 ad) is right on. Loved it. Thanks for sharing.

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  • Tom posted an update in the group Group logo of Relationship Centricity Relationship Centricity 6 years, 10 months ago

    I feel that saying “customer oriented” or “customer-centric” has become almost synonymous to customer service. At least from the conversations with bankers and hearing people speak at conference. I guess, the meaning is interpreted differently than what Michael writes about in his Relationship-Centric Bank article. That’s why there’s still so much…[Read more]

    • I think that customer relationship is very important, but it shouldn’t be separated from customer service. I doubt that it’s possible to build a good relationship without a good service. Most banks just stop at the service level I guess.

      • I follow in terms of customer relationship being tied with customer service, but I have a differing view of why banks have failed to move past the service level. It is not that they want to stop – yes, there are some banks that simply give up and decide it’s not worth the expense – but it is that we have not been able to give a clear idea of what…[Read more]

    • With all the talk, it makes me wonder if it can be made a part of the banking industry. From my experience it is like you said, most managers consider customer service to be the same as customer oriented. After decades of the same banking experience, I doubt that banks will be able to adopt a true customer centric focus for many more years. I do…[Read more]

  • Richard Branson has been frequenting the press and various events in the recent months. Yesterday he was in Russia again, announcing a JV with Rosnano in a new fund ($200M) to support green technology. When asked what’s next for a man who had flown around the globe in a hot air balloon, he said “dive to the deepest spot in the ocean and then fly…[Read more]

    • My vote for “favorite” experiential brand goes to Victoria´s Secret 🙂 Victoria´s Secret (company Limited Brands) opens five flagship stores and 100 boutiques overseas, and shoot for the $50-a-share plateau in 2012. Limited Brands shares have climbed from $5.20 in March of 2009 to $41.26, and several key analysts are predicting a target price of $…[Read more]

      • The fashion show is very entertaining. I’ve actually watched it before 🙂 But if you have 10 million viewers and 40% are men, does that help sales at all? I don’t think a guy like me is going to go out and buy up a garter belt with matching bra and panties because I saw it on the show. Wouldn’t that be a bunch of wasted advertising if half of the…[Read more]

        • It is basically wasted advertising. Men aren’t their primary market, women are. The fashion show is basically a show of force saying, “We have the money to blow on this because we are successful.” Makes for a good display of how popular the brand is, but it doesn’t get the exposure to the target market if there’s 40% men watching it.

        • Dean, while it may seem like advertising to men is a wasted effort, it can be turned into an effective marketing strategy. You need to consider the implementation of their products: lingerie is often times used to be visually appealing to others. If men are watching the show, Victoria’s Secret then knows that their products are appealing to both…[Read more]

    • Very interesting and true. I think VS’s marketing is also brilliant. And I am speaking as a “minority” (part of that 40%).

  • Tom posted an update in the group Group logo of Experiential Innovation Experiential Innovation 6 years, 11 months ago

    Personally, I think some banks really need to focus on the individual contacts with customers. I mean, each time they have a contact, especially when it’s human contact, e.g. at a branch location or at the contact center.

    There are so many irritants that can spoil the overall relationship during these contacts. For instance, I recently had a very…[Read more]

    • I agree with you wholeheartedly! Experiential innovation should be a way of connecting with the customer and making each step of their interaction smoother. Banks should not be giving you the runaround like they did with your wire transfer. If it goes from person to person like that, obviously the customer is going to be angry and their experience…[Read more]

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  • Depending on where I am (Las Vegas or Moscow), I may choose differently. Obviously, this being the only opportunity to mark the date with something special, I would venture to do something memorable. I will post my ideas later…

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