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

Reading time: 7 min
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Customer Feedback Management, Customer Feedback, Voice of the Customer, Banking Customer Experience
PeopleMetrics Alum | 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 ...

Reading time: 3 min
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Customer Retention, Customer Feedback, Voice of the Customer, Banking Customer Experience
PeopleMetrics Alum | 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:

Reading time: 4 min
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Customer Loyalty, Customer Centricity, Banking Customer Experience
PeopleMetrics Alum | Mar 1, 2017

How to Define Your Priorities and Build a Plan for Customer Centricity

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure ...

Reading time: 8 min
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Customer Experience, Customer Retention, Customer Feedback, Banking Customer Experience, customer journey mapping
PeopleMetrics Alum | Mar 1, 2017

How to Prepare Your Bank for Ongoing Customer Feedback and Action

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a ...

Reading time: 8 min
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Customer Retention, Customer Feedback, Voice of the Customer, Customer Centricity, Banking Customer Experience