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5 Insights from Our 2016 Study on Customer Experience for Banks

Danny George

by Danny George on Aug 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

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Topics: Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, Banking Customer Experience

How to Balance Intuition in Customer Experience Management and Sales

George Jacob

by George Jacob on Jul 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you.

Far away from the customer, it becomes easy to buy into intuition and personal perspective. After all, our own intuition is valuable. It’s led to our respective cubicles, conference rooms, and corner offices.

But it’s a mistake to rely solely on your own point of view.

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Topics: Sales Pipeline Management, Customer Experience Management Solutions, Sales Management Software, Sales Forecasting Methods

How Many of Your Customers Have Suggestions for Improving Customer Experience?

George Jacob

by George Jacob on Jun 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback.

Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

Well, unless you’re after another pointless meeting or two. Or you really enjoy bullet-heavy, meandering PowerPoint decks. Or if you have a real hankering for reports to hide in your desk drawer.

I suppose if those are your reasons, then by all means, collect away.

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Topics: Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience

Is the Golden Rule Part of Your Customer Experience Strategy?

George Jacob

by George Jacob on May 12, 2016

Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post, in which servers leave grammatically inept insults like “im a plad a------” on receipts.

Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

Sometimes customer experience strategy can be simple. Sometimes it’s as easy as being nice.

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Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

Not All Data is Important for Your Customer Experience Improvement

George Jacob

by George Jacob on Apr 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this:

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Topics: Customer Experience, Customer Feedback Management, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Centricity, Customer Experience Improvement

Customer Experience Best Practices: Thoughts on Mobile Design

George Jacob

by George Jacob on Apr 15, 2016

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence.

In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

Which is this: They’re irritating.

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Topics: Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Improvement

An Inside Look at the Customer Experience Strategy of Mercedes-Benz

George Jacob

by George Jacob on Mar 22, 2016

Joseph A. Michelli’s recent book, Driven to Delight, is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered.

And here’s what resulted from the exchange.

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Topics: Customer Experience, Customer Service Satisfaction, Customer Experience Strategy, Sales Pipeline Management, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

3 Reasons Why Customer Experience Management Solutions Are So Powerful

George Jacob

by George Jacob on Mar 14, 2016

The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts.

Which brings me to my point: Some things can seem complicated.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions, Customer Centricity, Customer Experience Improvement

How to Improve the Customer Experience: Closing the Loop on Feedback

George Jacob

by George Jacob on Feb 15, 2016

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey.

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Topics: Customer Experience, Customer Feedback Management, Customer Experience Management Software, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Customer Experience Management Solutions, Customer Experience Improvement

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