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Dedicated Support
When you engage Avannis one of our dedicated and experienced research professionals will become your Client Partner. Your client partner will be your primary point of contact at Avannis and will ensure that all of your needs are met. A...
Why Improving Internal Customer Service Makes Sense
Many banks focus on improving customer satisfaction and loyalty by gathering customer feedback and incenting customer-facing employees to provide superior service. One often overlooked area, however, is the support that customer-facing employees receive from their colleagues behind the scenes. A...
Turning the Complaint Box to your Advantage
A recent article in the American Banker illustrates a new reason why banks need to encourage customers to voice their concerns. (American Banker, “Customers are Now Banks’ Greatest Regulatory Threat“) As much as we hate to receive complaints about the...
The Changing role of tellers in Impacting Customer Loyalty
Several years ago when I visited my bank to make a routine deposit, I was helped by a teller whom I had come to know on a first name basis. While she was making the deposit, she looked at her...
Recent Trends in Measuring the Voice of the Customer
The landscape for delivering banking services is changing rapidly, and with those changes come challenges to reaching customers and understanding what they want. Changes in communications technology, regulatory environments, where and what services are delivered, cultural shifts and analytical capabilities...
Is Customer Loyalty Dead?
Fred Reicheld, the creator of the Net Promoter system, discusses the impact of increased automation and technology on customer loyalty. Far from making it irrelevant, he says technology places a premium on the less routine face to face interactions customers...
1 in 5 Banks are Twitter Quitters
Social Media is the latest frontier for banks seeking to engage their customers at a new level. However, many banks who use Twitter are questioning if the number of followers they are generating can justify their investment. Larger banks with lots of brand recognition and...
Can you explain your incentive pay to your staff?
Our most successful clients include a customer satisfaction or loyalty metric as part of their front-line employees’ incentive calculation. In some cases, customer feedback comprises up to 50% of the employee’s potential bonus. Over the years, we’ve learned that developing...
Loan and Mortgage Surveys
Loan Application Satisfaction Survey Loan Servicing Satisfaction Survey Loan Cancellation Customer Survey Loan Application and Fulfillment Survey The loan application, decision, and fulfillment experience is one of the most complex in retail banking due to the variety of customer touch-points that...