Customer Journey Mapping: 5 Key Benefits
Customer journey mapping helps bring a unique and important perspective to businesses and products. This spans the entire path to purchase and beyond, from initial need or exposure to a product/service all the way to eventually being finished with the product/service. In between, there are a plethora of marketing, customer experience, customer support, research, and […]
4 Ways Financial Institutions Can Personalize Customer Experience
When a customer works with any type of business, their satisfaction of the price, quality and delivery of the service/product only makes up part of their loyalty to that business. The aspects that truly solidify their relationship with the brand are the interpersonal and emotional bonds they form. They want to see familiar faces, feel […]
First Impressions Matter for Financial Institutions
When a new customer walks through the doors of a financial institution, they offer potential. They have the potential to be a loyal customer, a promoter of the financial institution and a lucrative business partner. Walking through the door confirms that the financial institution’s promotional strategy is working – they learned about the brand and […]
How to Create a Successful Customer Experience Strategy
CSP is happy to have guest-blogger, Andrew Huber of Harland Clarke return this month and share his insights on creating a customer experience strategy that is successful. “How are we doing?” This question is at the foundation of any organization’s quest for continuous improvement. For banks and credit unions, the answer encompasses more than an […]
Good Coaches Should Inform, Not Condescend
Managers and directors must be good coaches. The very nature of managing a staff team requires those in charge to make individuals within the team more skilled, smarter, and happier due to career satisfaction. Unfortunately, some managers fail to handle teaching moments with grace and sensitivity, and leave their employees feeling like a failed performer, […]
KPI: A must-have tool for financial institutions
Key performance indicators, or KPIs, are becoming an increasingly important tool for financial institution executives as they move into the future. True to their name, they offer a measurable, quantifiable look at how well a financial institution performs over time on key drivers of revenue and profitability. Examples of KPIs include, but certainly aren’t limited […]
