With the global banking industry under ever-increasing srutiny, CBA - one of the big four banks - reveals it's pledge to become the best for customer satisfaction.  Read more of the article on how the bank intends to move from third to top position.

Customer journey mapping is a core part of Percepta's services providing a detailed perspective of your customer's potential interaction with the brand along with strategic recommendations designed to enhance customer satisfaction and boost customer loyalty. Discover customer journey mapping and why author and strategic marketing expert Adam Richardson claims this process is the "first essential step of improving the experience you deliver" in this post on Harvard Business Review's blog.

In Ari Sharp's article entitled "Push to keep Australian call centers here," he highlights key consumer data pointing to keeping things local while recognizing that this may be at the cost of services to the customer in call centres hiring low-skilled employees.  

He cites a survey that found that 91 percent of bank customers would choose a bank that would not send their information to an overseas call centre. This builds a strong case for Australian-based call centres and further strengthens the proposition for setting up in-house call centres.

At Percepta, we've found that quality brands understand that the interaction with the brand's contact centre might be the caller's first and last interaction. Building a long-term relationship with the brand depends on recruiting people who can transform call centres into customer relationship centres.

The Western Bulldogs report they will place a major focus on customer service in 2012 in their feature article entitled "Putting Members First." The report states that the Western Bulldogs plan to accomplish this by bringing their customer service in-house next month "in response to a disappointing year of membership fulfillment and the customer service provided by an external provider."

Insourcing or on-site support services are trending up, allowing brands to integrate professional customer relationship service expertise in-house and realising greater efficiencies to contact centre operating costs, providing expanded or enhanced services to customers and improving overall customer loyalty. 

Or so says new research, writes The Daily Mail. Experts found callers' stress levels and blood pressure rise dangerously high as they become frustrated with the delay in getting through. 

Research does not need to remind consumers of the time and frustration that likely awaits them when dialing customer service. When customer service is the first and maybe only interaction with a brand, failing to provide the right resources and training to your customer service department can result in consumer abandonment or, even worse, consumers bad-mouthing your brand.

Read the report on DailyMail.co.uk or visit our Services section to find out more about building your brand's customer loyalty.