Vox Voice
Issue V
January 31, 2008
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Greetings! The new year is off to a quick start and picking up steam. With a tighter economy, more competition and evolving technologies, 2008 will be challenging for many companies - especially those striving to acquire and keep more customers. Well, we're here to help!
In this issue of Vox Voice, there's a wealth of valuable information to help solve your customer quandary. Our latest Vox Banking Mind Model Study uncovers challenges and opportunities around the online banking customer experience. There's also an article that might make you think twice before sending out your next customer satisfaction survey.
And finally, we are introducing a new site that explores how your customers really think (hint: irrationally), and questions some of the traditional methods companies use to get and keep customers. Enjoy!
~ Bill Cusick, Vox CEO
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4Q 2007 Banking Mind Model Study Released
The Study evaluates the home pages and usability of 10 top banking industry websites and five regional banking websites to examine customer expectations and discover where companies succeed or fail in attracting and retaining customers.
http://www.voxinc.com/mind-model-banking-2007.htm
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Vox CEO, Bill Cusick's article "Three Reasons to Be Wary of Customer Satisfaction Surveys" featured on Marketingprofs.com
In his article, Bill discusses why satisfaction surveys fail and provides information on the true indicators of customer satisfaction.
http://www.irrationalcustomers.com/articles/Three-Reasons-to-Be-Wary-of-Customer-Satisfaction-Surveys.pdf
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Vox's Mind Model Featured in MBANewslink
Vox's User Experience Strategist, Kim Dziedzic, is interviewed about the results of the Fourth Quarter 2007 Banking Mind Model Study. Check out the article to learn what banks are doing well and where there's still room for improvement.
http://www.mortgagebankers.org/mbanewslink/issues/2008/01/09.asp#r
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Vox CEO, Bill Cusick, Launches New Website
Through this site, Bill will introduce the concept of the irrational customer and examine and explain how companies can improve their customer experience and, ultimately, their bottom line. Site features include a regular blog, in-depth articles, videos from Bill's speaking engagements and information on where you can see
Bill speak.
http://www.irrationalcustomers.com
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Woman v. Gas Station Self-Service Pump
TV screens at gas pumps? This week Jeannie takes on self-service gas pumps.
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Newsletter Archives
- Issue VII - March 31, 2008
- Issue VI - February 28, 2008
- Issue V - January 31, 2008
- Issue IV - December 19, 2007
- Issue III - November 27, 2007
- Issue II - October 25, 2007
- Issue I - September 25, 2007
