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Reshma Bennur | Jan 15, 2020

Get Your Bank Ready to Measure CX in 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking ...

Reading time: 4 min
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Banking Customer Experience, Customer Experience Survey, Program Design
Sean McDade, PhD | Dec 27, 2019

The One Relationship That Determines The Success of Your VoC Program

No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program. In this blog post, we are focusing ...

Reading time: 6 min
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Listen or Die, Program Adoption, Program Design
Reshma Bennur | Dec 16, 2019

3 Secrets to Managing CX Through an Acquisition

Is your bank growing through acquisitions?  If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, ...

Reading time: 5 min
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Banking Customer Experience, Customer Experience Measurement, Net Promoter Score
Sean McDade, PhD | Dec 12, 2019

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a ...

Reading time: 11 min
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Employee Satisfaction Surveys, Employee Engagement, Employee Experience
Sean McDade, PhD | Nov 22, 2019

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing ...

Reading time: 5 min
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Voice of Customer, Listen or Die, Program Adoption
Sean McDade, PhD | Oct 29, 2019

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC ...

Reading time: 5 min
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Customer Experience Measurement, Listen or Die, Survey Design
Sean McDade, PhD | Oct 3, 2019

Do You Need a Survey Tool or a VoC Partner?

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can ...

Reading time: 7 min
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Customer Experience Measurement, Listen or Die, Program Design
Sean McDade, PhD | Sep 12, 2019

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve ...

Reading time: 6 min
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Customer Experience Measurement, Touchpoint Mapping, Listen or Die
Sean McDade, PhD | Aug 7, 2019

How to Gain Leadership Buy-In for VoC... HINT: Show Them The $$$

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure ...

Reading time: 7 min
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ROI, Listen or Die, Program Adoption