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Best Practices for Customer-Centric Decision Making

David Little

by David Little on Mar 22, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

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Topics: Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity

4 Effective Ways to Run Your Remote Customer Service Team

Jill Phillips

by Jill Phillips on Mar 16, 2017

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the cracks. Follow these four tips to get the most out of your remote customer service team.

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Topics: Employee Engagement, Customer Centricity

5 Necessities of an Effective Closed-Loop Customer Feedback Program

David Little

by David Little on Mar 7, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled.

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Topics: Customer Feedback Management, Customer Feedback, Voice of the Customer, Banking Customer Experience

Should You Outsource Your Customer Feedback Program or Keep it In-House?

David Little

by David Little on Mar 1, 2017

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program?

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

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

David Little

by David Little on Mar 1, 2017

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.

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Topics: Customer Experience, Customer Engagement, Customer Feedback, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience

Uncovering Your Customers' Wows and Woes in 10 Steps

David Little

by David Little on Mar 1, 2017

 

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. She likes to share a particular data point, as it never fails to stun the audience. It comes from our independent research, which found:

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Topics: Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping

Four Steps to Quickly and Cost-Effectively Validate Customer Personas

David Little

by David Little on Mar 1, 2017

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work?

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Topics: Customer Retention, Voice of the Customer, Customer Centricity

An Introduction to Building Customer Understanding

David Little

by David Little on Mar 1, 2017

 

Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy.

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Topics: Customer Experience, Customer Feedback, Voice of the Customer, Customer Centricity

Four Key Customer-Centric Disciplines for Growth Banks

David Little

by David Little on Mar 1, 2017

Introduction

In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like:

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Topics: Customer Loyalty, Customer Centricity, Banking Customer Experience

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