Sign In   |    215.979.8030   |   info@peoplemetrics.com

Uncovering Your Customers' Wows and Woes in 10 Steps

PeopleMetrics Alum

by PeopleMetrics Alum on May 19, 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:

Read More

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

The Basics of Customer Journey Mapping

PeopleMetrics Alum

by PeopleMetrics Alum on May 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data, with few disciplines improving over time.

Read More

Topics: Customer Feedback, Banking Customer Experience, customer journey mapping

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

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 19, 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.

Read More

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

Making Sense of Customer Experience Metrics

PeopleMetrics Alum

by PeopleMetrics Alum on Apr 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents.

Read More

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

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics Alum

by PeopleMetrics Alum 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.

Read More

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?

PeopleMetrics Alum

by PeopleMetrics Alum 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?

Read More

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

Four Key Customer-Centric Disciplines for Growth Banks

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

Introduction

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

Read More

Topics: Customer Loyalty, Customer Centricity, Banking Customer Experience

How to Define Your Priorities and Build a Plan for Customer Centricity

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

Read More

Topics: Customer Experience, Customer Retention, Customer Feedback, Banking Customer Experience, customer journey mapping

How to Prepare Your Bank for Ongoing Customer Feedback and Action

PeopleMetrics Alum

by PeopleMetrics Alum on Mar 1, 2017

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. Let's avoid such painful struggles by going over nine steps to maximize your chances of success.

Read More

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

Subscribe to the Blog Today!

BLOG_MOCKUP.png

Join more than 2,400 other subscribers learning about customer experience management, increasing customer retention, and improving the customer experience.

Here's What One of Our Subscribers Said:

"[The blog] gives me exactly what I was looking for and is relevant to my needs at the moment. It just makes sense."

  Fill out this free customer experience assessment and get immediate feedback.