What Does Customer Experience Mean For Financial Institutions?
CSP is happy to have guest-blogger, Andrew Huber, Program Manager at Harland Clarke, share his insights about customer experience (CX) and the need for financial institutions to deliver outstanding service at every touchpoint. You likely know that the key to any strong, long-lasting business is delivering an exceptional customer experience (CX). Unfortunately, when it comes […]
Unhappy employees put your customers at risk
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 line still must be met […]
Financial institutions: Are you leveraging benchmarking data?
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 time. This feedback, gained directly […]
Want better employee performance? Use benchmarks.
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, the employee is informed of […]
Positive customer feedback matters
Passionate customers tell you what makes your brand exceptional Often, customer experience research focuses too heavily on business shortcomings. Managers want to know when customers are dissatisfied, what caused their dissatisfaction, and how to fix the problem. As a result, decision makers overlook positive customer feedback. Managers expect positive feedback, and when it’s received, they […]
3 Tips for a Positive Workplace & Positive Customer Relationships
While you’re hard at work trying to maintain lifelong customer relationships, it can be easy to overlook the relationships among your staff. It seems obvious that a friendly work environment leads to greater productivity, decreased stress, less turnover and increased satisfaction—and in fact, research shows that this assumption is true. Happier employees lead to a […]
