The 2020 Customer Experience Culture Index

The 2020 Customer Experience Culture Index
03/13/21
03/13/21
views 12206
comments0

From 2007-2012, Senteo published an annual Customer Experience Index (CEI) that became a standard ranking for banks in Moscow.

In the absence of other indicators, our annual CEI provided stimulus for many lively discussions with banks and even became a Strategic KPI for many banks.  The five key measurement areas (Brand, Communications, Environment, Offering, and Culture) provided an overall picture of how each bank was experienced by customers.

Over the course of 5 years, the research and corresponding work and advice for clients had a significant effect on the level of development and overall market maturity, and the results were noteworthy.

We hope that the 2020 Customer Experience Culture Index will be a new influence on the quality of customer contacts for bank customers in Russia.

This research was not designed to create scandal or conflict, and we have no intention to make anyone look bad.  We do, however, hope that this type of research provides a reminder that human contact is important in developing and managing customer relationships, and the culture of front line personnel and the quality of customer contacts is of significant importance even in this digital age.

03/13/21

Leave a Reply

Popular content
Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Senteo Rating
The Fifth Discipline: The Art & Practice of The Learning Organization
Senteo Rating
Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead
Senteo Rating
Thinking, Fast and Slow
What is Relationship-Centricity?
This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
How to Build a Business That Lasts 100 Years
Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.
Last News
On May 28, Ksenia Konstantinova, Senteo's Director for Central Asia and the Middle East, spoke at an international conference at the Management Development Institute on Singapore in Tashkent (MDIS Tashkent).
The main results, excerpts and conclusions in the presentation format on the results of the three-year research of the Customer Experience Index (CEI) in the banking sector of Uzbekistan and other Central Asian countries conducted by Senteo in collaboration with the Marketing Association of Uzbekistan.
Alexey Veretenov, Managing Partner of Senteo Inc., sheds light on the transformative role of the CEI in Azerbaijan’s banking sector in 2023.