The Dangers of Overlooking Low-Value Customers
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 have about your customers. Customer […]
Customer Segmentation Pitfalls and Potholes
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 of it, you need to […]
The Future of Banking in 2017 – and What it Means for the Customer Experience
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 services industry with quality customer […]
A Message from Our President: What Will Customer Experience Mean in 2017?
from Steve Kutilek, President & CEO of CSP The more things change, the more they stay the same. This often-quoted bit of irony seems appropriate as I reflect on the customer experience lessons of 2016 and look ahead to 2017. The details of customer experience management continue to change – technological innovations, new channels of […]
Deconstructing Company Culture: Q&A with CSP’s Brittni Redding
With her background in both financial services and managerial/professional development, Brittni Redding was a natural fit to join CSP in 2016. As our Director of Client Education, Brittni has been instrumental in developing and supporting CSP’s Manager Development and Training solutions. Brittni’s hands-on role with our clients, and her previous experience in a variety of […]
The 4 Pillars of a Customer-Engaging Email Marketing Strategy
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, email reaches people where they […]
