Bob Neuhaus

Financial Services Practice at J.D. Power and 7 other companies
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  • Bank investments in mobile offerings are starting to pay off in the form of higher satisfaction scores as a critical mass of small business customers adopts the technology. This has been a major challenge for banks for many years as they’ve tried to balance the high-touch customer service needs of the small business banking segment with the high cost of providing hands-on account management. Now, for the first time, we’re starting to see well-designed mobile banking offerings contribute to improved customer relationship management.

    8 October 2020
  • While direct banks are delivering high customer satisfaction, they have challenges in key areas such as call center operations, new client onboarding and consistent digital engagement. Getting the formula right on customer service and client communications will be particularly important as direct banks contend with the fallout of the COVID-19 pandemic in terms of account servicing and a significantly lower interest rate environment.

    8 October 2020
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    8 October 2020
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    8 October 2020
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