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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

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

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

5 Steps on Setting Goals for Customer Experience Improvement

David Little

by David Little on Mar 1, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat:

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Topics: Customer Engagement, Voice of the Customer, Customer Centricity, Customer Experience Improvement

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

How to Prepare Your Bank for Ongoing Customer Feedback and Action

David Little

by David Little 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.

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

Retailers, Listen Up: Quit Wasting Customers’ Time

a Guest Author

by a Guest Author on Dec 9, 2016

 

 You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study.

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Topics: Customer Experience, Customer Feedback Management, Customer Retention, Customer Feedback, Customer Experience Strategy, Customer Centricity, Customer Experience Improvement, Retail Customer Experience, Customer Experience Survey

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

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