Posts about banking-customer-experience

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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 ...

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Banking Customer Experience, Customer Experience Survey, 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, ...

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Banking Customer Experience, Customer Experience Measurement, Net Promoter Score
PeopleMetrics | 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 ...

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Customer Feedback Management, Customer Engagement, Customer Retention, Voice of the Customer, Banking Customer Experience, customer journey mapping
PeopleMetrics | 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 ...

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Customer Feedback, Banking Customer Experience, customer journey mapping
PeopleMetrics | 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 ...

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Customer Experience, Customer Engagement, Customer Feedback, Voice of the Customer, Customer Experience Improvement, Banking Customer Experience
PeopleMetrics | 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 ...

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Customer Experience, Voice of the Customer, Banking Customer Experience
PeopleMetrics | Mar 7, 2017

5 Necessities of an Effective Closed-Loop Customer Feedback Program

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 ...

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Customer Feedback Management, Customer Feedback, Voice of the Customer, Banking Customer Experience
PeopleMetrics | Mar 1, 2017

Should You Outsource Your Customer Feedback Program or Keep it In-House?

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback ...

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Customer Retention, Customer Feedback, Voice of the Customer, Banking Customer Experience
PeopleMetrics | Mar 1, 2017

Four Key Customer-Centric Disciplines for Growth Banks

Introduction In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like:

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Customer Loyalty, Customer Centricity, Banking Customer Experience