Jim S Miller

Senior Director, Banking Practice at J.D. Power and Associates; Customer Experience Consultant; Financial Service Industry Lifer; Avid Reader

[Jim S Miller @jimsmiller]

Tweeting so my account is not deleted.

[Jim S Miller @jimsmiller]

"Beyond Wells Fargo: The Customer Perspective on Financial Services Sales Practices" https://t.co/sUwVjV2rxW by @jimsmiller on @LinkedIn

[Jim S Miller @jimsmiller]

@WestJet crew should keep us better up to date. This is a big failure for WestJet and passengers are upset.

[Jim S Miller @jimsmiller]

@WestJet flight 1215 has been sitting on the ground in Toronto for 3 hours. When will we be let off? No news from our crew.

[Jim S Miller @jimsmiller]

Thanks everyone! Great conversation... I got some great ideas to discuss with my clients. #CXO

[Jim S Miller @jimsmiller]

Great point RT @DebbieSzumylo: @SJAbbott Exactly. Use the language of the customer, not internal bank-speak! #cxo

[Jeannie Walters @jeanniecw]

A8. Convenience is a huge driver for women. Look to other industries who have focused here (retail; food prep) and deliver! #CXO

[Jim S Miller @jimsmiller]

A8. Retailers and banks can learn from each other how to combine full-service and self-service into a seamless experience #CXO

[Brian Mayer @thecxguy]

A8. Banks can learn from Amazon about how trusting your customers will increase their trust of you and in turn, loyalty. #cxo

[Jim S Miller @jimsmiller]

A8. Retailers face many of the same challenges as banks in integrating in-person and online/mobile experiences #CXO

[Jim S Miller @jimsmiller]

A8. Bank customers compare their online and mobile experience to Amazon and others so that is one key area #CXO

[Jim S Miller @jimsmiller]

Absolutely RT @lttlewys: @jimsmiller I think that's the key component, keep the live service and make self-serve easy to use. #winwin #cxo

[Jim S Miller @jimsmiller]

And fewer employees RT @stephaniethum: Fewer branches, refocused personnel? #CXO

[Jim S Miller @jimsmiller]

It can't be avoided RT @IBMbigdata: A7: Banks must strengthen online and mobile banking offerings #cxo #finserv

[Stephanie Thum, PhD, CCXP @stephaniethum]

A7 This will add to the complexity of doing business. Pillar will be strong executive buy-in and understanding of changing times. #CXO

[Jim S Miller @jimsmiller]

A7. Successful banks will find the right balance of live-service and self-service and exceed customer expectations in both #CXO

[Jim S Miller @jimsmiller]

A7. We are reaching the tipping point where banks have to have a strong mobile platform to keep up with customer demand #CXO

[Jim S Miller @jimsmiller]

A7. Serving digital natives is a challenge because banks have a big investment in branches, which many customers value #CXO

[Jim S Miller @jimsmiller]

True RT @DebbieSzumylo: A6 depends on approach. Traditional banks need to be worried if they don't shift focus to customers needs/values#cxo

[Jim S Miller @jimsmiller]

A6. Online and startup banks can employ big data to look for a niche where they can outperform traditional banks #CXO