You can’t improve what you don’t measure. It’s an age old adage. It is also true.
by Tom Chmielewski
Until today, there is one key measurement component that most banks and retailers are missing. You measure your bottom line, you measure your store transactions, you measure your inventories, you measure your online transactions, you measure your labor, your measure your shrinkage, and you measure your teller utilization.
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Lloyds TSB puts queues on camera
http://www.brickstream.com/pdf/Financial...
by Jane Croft, Financial Times
Lloyds TSB has become the first UK bank to install special video cameras in its branches to monitor customer behaviour and track how long people spend queueing.
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Fast Teller Service Results in Shorter Wait Time
by Brickstream Consulting Group
Research shows that one of the greatest factors influencing a customer’s perception of service is how long they waited to be served (Gartner Group, ACNielsen November 2003). In an effort to improve overall customer satisfaction, banks impose wait time targets such as, 85% of customers should wait less than 5 minutes. By measuring and managing to average wait time standards, one key driver of customer satisfaction can be controlled (or so the theory goes – as you will see in this article).
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Visit Brickstream at the Following Industry Events
http://www.brickstream.com/about/about.p...
Brickstream will present, exhibit and sponsor the following upcoming industry events: 3rd Annual Thomson Media Branch Banking Symposium - May 4-6, 2005 in Chicago, IL; Retail Systems Conference & Exposition - May 24-26, 2005 in Chicago, IL; The Institute of Economic Affair's 8th Annual Conference The Future of Retail Banking - June 7-8, 2005 in London; and the 28th Annual Retail Delivery Conference & Expo - November 15-18, 2005 in Orlando, FL.
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New Software Releases
by Brickstream Product Management
Brickstream is pleased to announce the following releases - Brickstream Manager 1.0, Brickstream Tools 3.0, and Brickstream Tracker 3.0. Utilized by our services groups, these products provide improved tracking, site configuration, and site management capabilities. These releases further our position as the leading provider of customer behavior measurement solutions and our goal of helping organizations improve their customer experience and drive profitable sales growth through more effective service, marketing and sales strategies.
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info@brickstream.com 1.866.BRICKSTREAM www.brickstream.com
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