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Blog

What Your Most Loyal Customers Can Teach You About Growth

August 15, 2026

When financial institutions think about growth, the focus naturally turns to acquisition. How can we bring in more customers? Which products should we promote? Where should we invest our marketing dollars? Those are important questions, but some of the best clues about how to grow may already exist within your

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The 90-Day Window

August 15, 2026

How the First Three Months of a New Account Relationship Can Predict Long-Term Retention Opening a new account can feel like the finish line. The marketing worked. The prospect chose your institution. The application was completed, the account was funded and a new customer officially joined the bank or credit

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Here’s How to Centralize Your NPS and CSAT Tracking

July 24, 2026

Summary: At most banks and credit unions, NPS and CSAT data is scattered: relationship NPS in one tool, post-transaction CSAT in the contact-center suite, branch feedback in spreadsheets, digital ratings in the app store. Nobody sees the whole customer and conflicting numbers erode leadership’s trust in all of them. Centralizing

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Here’s How To Transform Survey Data into Powerful CX Insights

July 24, 2026

Summary: Most banks and credit unions do not have a data collection problem, they have an insight conversion problem. Survey responses pile up while the questions leadership actually cares about: why retention is slipping, which branches are underperforming, what churned members would have stayed for, go unanswered. Institutions without internal

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Key Factors When Evaluating Voice of Customer Vendors

July 24, 2026

Summary: A Voice of Customer vendor decision is a multi-year commitment that shapes what your institution knows about its customers. Most evaluations over-weight dashboard features and under-weight the factors that actually predict success: methodology, industry depth, data ownership, and who does the interpretive work. For banks and credit unions, industry

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How to Measure Omnichannel Feedback in the Financial Industry

July 24, 2026

Summary: Most institutions have solved feedback collection, surveys fire after calls, widgets sit on the website, QR codes hang in branches. What they have not solved is measurement: turning responses from six channels into numbers that can be compared and acted on with confidence. For banks and credit unions the

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