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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:

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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.

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

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.

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

The Benefits of Customer Journey Mapping for CX Strategy

PeopleMetrics Alum

by PeopleMetrics Alum on Feb 7, 2013

The core benefit of Customer Journey Mapping is to develop an achievable plan to improve customer experience. Of course, you could just conduct a normal planning session, set some priorities, and call it a day. The act, however, of walking through the Journey Mapping process is worth the time and extra effort. There are four key benefits of Customer Journey Mapping:

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Topics: Customer Experience, Customer Experience Strategy, customer journey mapping

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