Coaching employees is an essential step in creating a positive work culture. Happy employees need opportunities for continuous improvement and a chance to thrive in their roles. Strong customer experience relies on good coaching and training, and managers themselves must work on improving their own skills as a good… Read more »
Employee engagement is an important part of any business, but its importance extends beyond feel-good factors. Sometimes, the business world speaks about employee satisfaction as a non-essential element of business. There is an impression that employers should strive for good employee satisfaction, but if employees aren’t entirely happy, the bottom… Read more »
When a financial institution evaluates itself to identify opportunities for improvement, key performance standards, also known as benchmarks, are essential. Benchmarks paint a clear picture of a bank’s performance. More importantly, benchmarking sets up a long-term framework the bank can use to consistently measure its performance against key performance standards over… Read more »
What should a manager do when an employee’s performance falls short? Consider the following scenario: An employee isn’t reaching his personal performance requirements. Maybe his sales are low, his ability to open new accounts is subpar or he receives weaker customer satisfaction scores than his colleagues. During a performance review,… Read more »
The universal banker, or a multi-functional, jack-of-all-trades combination of a traditional teller and a personal banker, helps retain and solicit millennial customers. As highlighted in this Forbes article, millennials seek out convenience and personalization in the brands and companies they do business with, and the universal banker addresses these… Read more »
One way to segment your customers is by their lifetime value. Compared to many other measurable customer attributes, lifetime value is the kind of big-picture description that can be difficult to observe or estimate at a glance. But it’s also one of the most valuable pieces of information you can… Read more »
Customer segmentation can be an immensely useful tool in getting actionable insights from your customer research. From those insights, you can devise strategies to improve the customer experience, because you have a more specific understanding of what customers want. But segmentation is far from simple. To get the most out… Read more »
Brand standardization used to be a priority, but retail businesses are increasingly foregoing out-of-the-box functionality and appeal in favor of individual touches based on location – a practice referred to as localization. There’s even a name for the niche branch of customer research that enables localization. Geodemography is defined by… Read more »
Customer segmentation helps banks get to know their customers on a more granular level. Segmentation reveals specific intelligence that could otherwise be obscured by the sheer volume of data. These insights, in turn, inform messaging strategies for marketing and customer service strategies. Segmentation can also help banks better understand the… Read more »
In this season of annual meetings and strategic planning, those with a 30,000-foot view on banks and credit unions are predicting what the year will bring. Some of these predictions are fueled by polls and studies, while others come from the informed instinct of seasoned experts. Having served the financial… Read more »
It only makes sense that as specialists in customer experience and service, CSP staffers are especially attuned to their own interactions with businesses. Here, Brittni Redding, Director of Client Education, describes one business that has earned her loyalty and what others can learn by this example. You can really… Read more »
The details of customer experience management continue to change – technological innovations, new channels of communication, and evolving customer expectations, just to name a few. But the big picture of customer experience is what it always has been: relationships.
Brittni’s hands-on role with our clients, and her previous experience in a variety of training and coaching capacities, give her a unique edge. Rather than keep her behind the scenes, we’ve invited her to share some of her insights as a facilitator and educator on all things company culture, here on this blog.
Of the many communications channels that weave together to form an omnichannel customer experience strategy, email continues to be relevant and valuable. Email marketing isn’t just about marketing; it’s a way of maintaining your customer relationships in between more direct touchpoints, like transactions and customer service calls. Like social media,… Read more »
Most consumer-facing businesses could stand to learn a few things about customer experience and employee engagement from Chick-fil-A. I recently connected with a friend and colleague of mine, T.J. Hammond, who works in learning and development at Chick-fil-A. I’ve enjoyed a knowledge-sharing relationship with T.J. for several years based on… Read more »
Our in-depth experience in the customer service management industry, along with our distinctive consultative approach, can help you build your customer experience program into one of your most important assets, providing a clear return on your investment.