Customer Experience Index 2012

Customer Experience Index 2012

By Michael Ruckman On June 1, we released our annual retail banking survey, “The Customer Experience Index 2012 — Choosing the Right Path to Greater Appeal in the Eyes of the Customer.” Most Russian bankers are concerned not just with attracting new customers, but how to retain […]

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The 2012 Customer Experience Index

The 2012 Customer Experience Index

Each year Senteo conducts a study of Russian retail banks to rate their appeal to customers based on five key elements.

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Previous Customer Experience Index Publications

Previous Customer Experience Index Publications

Look at past CEI studies to see how banks have evolved.

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The Relationship-Centric Bank

The Relationship-Centric Bank

Learning what your customers really want just might be the key to creating a relationship-centric bank. According to a Gallup survey in 2009, only about half of customers surveyed could strongly agree that their banks performed the sorts of actions that likely would keep customers coming back, […]

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The Operational and Management Dilemma for Russian Bankers

The Operational and Management Dilemma for Russian Bankers

Over its 4000 year history, banking has undergone a set of major transformations. From an early Assyrian merchant lending out money to his neighbor, recording the debt and collecting it himself, to today’s multinational behemoths covering every financing need from an individual’s credit card to a major […]

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Brand and Communications: Past, Present and Future

Brand and Communications: Past, Present and Future

Today when I walk on the streets of Moscow, it feels at times like many other big Western cities, especially as I take in the stores, shops, and restaurants – and specifically the names, branding, and communications. Much has changed over the last decade, and the pace […]

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Beyond “Products & Services” in Banking

Beyond “Products & Services” in Banking

No industry has more commoditized itself over the past three decades than banking. Banks pushed people out of branches to use automatic teller machines in order to reduce personnel costs. They pushed them out of branches – the one physical space where they could actually control the […]

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Understanding The Experience Economy

Understanding The Experience Economy Read more

Senteo Customer Experience Index (CEI) – Joe Pine, Co-Founder, Strategic Horizons, LLP

Senteo Customer Experience Index (CEI) - Joe Pine, Co-Founder, Strategic Horizons, LLP Read more

Senteo Customer Experience Index (CEI) – Tom Mouhsian, Partner Senteo, Inc.

Senteo Customer Experience Index (CEI) - Tom Mouhsian, Partner Senteo, Inc. Read more

Helping to Restore the Customer Connection

Helping to Restore the Customer Connection

Helping customers in the wake of the financial crisis. The last few years have not been the best of times for financial institutions as they fought to survive the global credit and liquidity crisis that many believe they created. Inevitably, as these institutions turned inward to get […]

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We Need to Stop Selling Banking Products and Begin to Offer Solutions Instead

Interview with Michael Ruckman, Founder and President of Senteo, Inc. and Tom Mouhsian, Partner and Managing Director for Eastern Europe (Las Vegas, USA). Originally published in Russian on FutureBanking.ru on June 27th, 2012”   Q: What was the purpose of founding Senteo? What unique methodology does it […]

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Senteo held its annual companywide Summit in Las Vegas, NV

Senteo held its annual companywide Summit in Las Vegas, NV

Every year, Senteo gathers its team members from Las Vegas, Moscow and Madrid offices for the Summit in order to reflect on prior year’s achievements, collaborate on current projects, and have new experiences together and face-to-face as a team.  Each summit provides both educational and entertainment value […]

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