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

David Little

by David Little 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.

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

Making Sense of Customer Experience Metrics

David Little

by David Little 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.

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

Failing Your Customers Can Help You Serve Them Better

Michael Hinshaw

by Michael Hinshaw on Apr 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

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

5 Mistakes to Avoid in your Voice of Customer Program

Sean McDade

by Sean McDade on Mar 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program?


1. Not getting executive buy-in:

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Topics: Customer Experience, Voice of the Customer

5 Kinds of Facebook Content that Will Engage Your Customers

Jill Phillips

by Jill Phillips on Mar 28, 2017

Today, content marketing is critical to your company’s success, and utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty?


If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers happy, not only about marketing! This generation of consumers is pretty finicky, and they are quickly turned off by the type content that does nothing to engage them. What you should do instead is post interesting content that will activate their interest. Read on and find out how to do just that.

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

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

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

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

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