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 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
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Customer Engagement, Voice of the Customer, Customer Centricity, Customer Experience Improvement
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
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:

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Customer Experience, Voice of the Customer
Jill Phillips | Mar 28, 2017

5 Kinds of Facebook Content that Will Engage Your Customers

Today, content marketing is critical to your company’s success, and utilizing social media is currently one of the best marketing strategies out there. Nearly ...

Reading time: 8 min
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Customer Engagement, Voice of the Customer, Customer Centricity
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 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