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
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
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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
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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
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Customer Experience, Voice of the Customer
PeopleMetrics Alum | Mar 22, 2017

Best Practices for Customer-Centric Decision Making

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our ...

Reading time: 6 min
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Customer Experience, Customer Retention, Voice of the Customer, Customer Centricity
PeopleMetrics Alum | Mar 1, 2017

An Introduction to Building Customer Understanding

  Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those ...

Reading time: 7 min
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Customer Experience, Customer Feedback, Voice of the Customer, Customer Centricity
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
David Rode | Jan 13, 2017

Don't forget to put the Service in your SaaS

 

Reading time: 6 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, SaaS, Software as a Service