PeopleMetrics Alum | May 19, 2017

Uncovering Your Customers' Wows and Woes in 10 Steps

  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 ...

Reading time: 7 min
Read more ›
Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping
PeopleMetrics Alum | May 10, 2017

5 Steps on Setting Goals for Customer Experience Improvement

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for ...

Reading time: 6 min
Read more ›
Customer Engagement, Voice of the Customer, Customer Centricity, Customer Experience Improvement
PeopleMetrics Alum | May 4, 2017

The Basics of Customer Journey Mapping

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their ...

Reading time: 7 min
Read more ›
Customer Feedback, Banking Customer Experience, customer journey mapping
Lisa Michaels | Apr 25, 2017

How to Keep Your Customers' Data Secure

Cybersecurity and data protection are becoming areas of focus due to the rise in high-profile data hacks. Besides the loss of stakeholder value, a data breach ...

Reading time: 6 min
Read more ›
PeopleMetrics Alum | Apr 19, 2017

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

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 ...

Reading time: 5 min
Read more ›
Customer Experience, Customer Engagement, Customer Feedback, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience
PeopleMetrics Alum | Apr 12, 2017

Making Sense of Customer Experience Metrics

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 ...

Reading time: 5 min
Read more ›
Customer Experience, Voice of the Customer, Banking Customer Experience
Lisa Michaels | Apr 10, 2017

How to Turn Customers into Your Promoters

Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the ...

Reading time: 7 min
Read more ›
Customer Experience, Customer Engagement
Michael Hinshaw | Apr 4, 2017

Failing Your Customers Can Help You Serve Them Better

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 ...

Reading time: 9 min
Read more ›
Customer Experience, Voice of the Customer, Customer Experience Improvement
Sean McDade | Mar 30, 2017

5 Mistakes to Avoid in your Voice of Customer Program

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in:

Reading time: 5 min
Read more ›
Customer Experience, Voice of the Customer