The Support EXP Blog: Ideas and Insights for Banking Leaders
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- Banking Trends
- CX Analytics
- Frontline Performance
- Leadership Lessons
- The Digital Experience
CX Analytics
5 Key Reasons Data FROM Your Customers Outperforms Data ABOUT Your Customers
To avoid making decisions based on an incomplete understanding of your customers, make the ever-changing ...
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CX Analytics
Table Stakes for CU Leaders: From Raw Data to Rare Insights to Well Done
Credit union leaders taking stock of 2023 and poised to seize the opportunities of a ...
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CX Analytics
When Workplace Culture Fails: Stop Cascading Effects from Impacting Your Balance Sheet
How do you know when to act to keep hotspots and tensions in workplace culture ...
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CX Analytics
Is Danger Lurking Beneath Your Customer Feedback?
Service and performance issues that surface through customer feedback are not reliable indicators of an ...
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Banking Trends
What is Your Financial Institution’s Unique Difference? The 30-Second Test
Just one question. Your top-of-mind response will show just how well you stand out from ...
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Banking Trends
3 Strategies for Navigating CX Change in Banking
Banks and credit unions – not to mention their customers – have made their way ...
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Frontline Performance
How Does CX Innovation Take Flight?
Understanding customer experience requires constant innovation, driven by a culture that is always asking questions ...
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Banking Trends
Getting Banking Service Right: The New Complexities of Customer Empathy
Empathy, the ability to understand another person’s feelings and perspective, can be difficult to convey ...
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CX Analytics
7 Keys to Operationalize Your Credit Union’s CX Analytics
Don’t take this personally, but you’ve got issues. Deep-rooted ones. You see their effects in ...
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Frontline Performance
Improving CX Performance to Close the Great (Unmet) Expectations Gap
Businesses, including banks and credit unions, are increasingly both the cause and the target of ...
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Leadership Lessons
Bank/Credit Union Leader: You’ve Got A BIG Problem Threatening Your Customer Relationships
Dear Bank/Credit Union CEO, What if you receive intel that a powerful competitor is poised ...
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Leadership Lessons
Lesson for Leaders 1: The Method of CX Measurement Matters Most
The most common and costly mistake financial institutions make when embarking on a new research ...
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Leadership Lessons
Lesson for Leaders 2: Are Surveys The Best Tool to Reach Your CX Objective?
As shown in Lesson 1, a CX survey can be a very powerful research tool ...
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Leadership Lessons
Lesson for Leaders 3: What NPS Metrics Lack that Keeps Your CX from Improving
Since its introduction in 2003, something of a cottage industry has sprung up around attacking ...
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Leadership Lessons
Lesson for Leaders 4: 10 Mystery Shopping Design Flaws
With more than 20 years’ experience and over one million customer experiences evaluated, our research ...
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Leadership Lessons
Lesson for Leaders 5: 12 Mystery Shopping Implementation Mistakes
As I mentioned in the previous Lesson, reasons for the ineffectiveness of traditional mystery shopping ...
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The Digital Experience
3 Steps to Keep the Human in Digital Banking
Many credit union CEOs I’ve talked with recently have described how the digital transformation of ...
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Banking Trends
The Heart of a Memorable Customer Experience
What makes an experience memorable? In a good way, I mean. We all know plenty ...
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CX Analytics
3 Data Imperatives for Staying Alert to Stormy Customer Tolerance
Banking institutions struggle to keep up with the unpredictable and fluctuating nature of consumers’ tolerance ...
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Banking Trends
CX SOS: How to Retain High-Quality Talent During the “Great Resignation”
Upheaval in the job market is the present and unfortunate challenge of sourcing talent, particularly ...
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CX Analytics
Get A Clearer View of Your Customers with Sentiment Analysis
Are you ready for a high-definition view of your customer? Maybe you remember – or ...
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Banking Trends
It’s Now or Never to Stand Out Through Customer Service: The Grace Period Has Expired!
Have you noticed an overall decline in our American service culture? I have found it ...
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Frontline Performance
From Customer Service to Customer Relationships: Empathy is the Bridge
It’s one of the enduring mysteries of humanity: when you meet someone for the first ...
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Leadership Lessons
What’s in Your Executive Leadership Playbook?
As I look back at 2020, I am reminded of how quickly things can change ...
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Leadership Lessons
The Greater Cost of NOT Investing in CX Intel: Are You Tripping Over Dollars to Pick Up Pennies?
I’m going to offer to help you with this problem WITHOUT any cost – read ...
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The Digital Experience
8 Stages of Change that Test Your Member Relationships: The Final Digital Stage
Have you had enough? You’ve invested a lot of time and resources into building relationships ...
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CX Analytics
The Hopeful CEO Outlook for the Year Ahead: Every Word Cloud Has a Silver Lining
“Hopeful.” – Many CEOs started 2021 with a pretty rosy outlook. After all, it’s a ...
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Banking Trends
The Hazy “Next Normal” of Consumer Banking
Some say it takes 21 days to form a new habit. Some say it takes ...
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Banking Trends
Credit Unions No Longer First in Banking Customer Satisfaction
It is a sad day for me today. Since 2009, I have been trumpeting my ...
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The Digital Experience
Future-Proofing Credit Unions for the Digital Post-Pandemic
Just as individuals and our collective psyche are managing the current COVID-19 crisis, with varying ...
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Frontline Performance
A 3-Step Strategy for Member Loyalty: Love, Sweet Love – or Not?
I was thinking about these lyrics from a classic song: “What the world needs now ...
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Banking Trends
Doubling Down on MX Strategy During a Time of Crisis
Who would have thought in the beginning of March that our world would go on ...
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Frontline Performance
Confirming Your Credit Union Members’ Confidence at “Moments of Truth”
What a difference a couple of weeks can make. Recently I wrote about steps you ...
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Frontline Performance
Strengthen Your Member Relationships During Trying Times
Suddenly, every day seems to provide less certainty of the future. Our communities, our country ...
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CX Analytics
A Data-Driven MX Strategy for Future-PROVING Your Market Share
Study after study relates how the large national banks are claiming a bigger share of ...
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Leadership Lessons
Building Member Relationships: The Perils of Wide-but-Not-Deep Growth
I want to start out this post with this argument: if you are relying on ...
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Leadership Lessons
What Filene’s Hidden Lessons Mean for Credit Unions Today: Speaking of Change
Hi, Everyone! Many years ago, when I was just starting my business, I became aware ...
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Frontline Performance
What Would This Kind of Customer Service Look Like in your “Store”?
Last week I was at my go-to Kroger store picking up a few things for ...
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Banking Trends
ACSI Alert to Credit Unions: When Good News Becomes a Dire Warning!
We’re wrapping up the year with an upbeat, exclusive, client-only webinar celebrating the game-changing expansions ...
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Banking Trends
4 Key Insights to Reverse the Trend of Historic ACSI Outcomes
It’s only January, but we may have just conducted the most important webinar of the ...
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