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, ...
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 ...
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 ...
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 ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As we discussed in Lesson #5, NPS is important to include in your VoC program, but if ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS, or Net Promoter Score. You should ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the ...
Print this article Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or ...
