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
The NPS Blind Spot: What You’re Missing in Your CX Growth Strategy
NPS may be the industry standard, but it’s not the key to financial success. Discover why leading indicators like CES and CSAT hold the real ...
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Leadership Lessons
When Strategy Begins to Die: What’s Keeping Credit Union Leaders from Improving the Member Experience
Although credit union leaders recognize the importance of the member experience, they fail to implement their member experience strategy promptly and decisively. I’m sure you’ve done the ...
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Leadership Lessons
Navigating Uncertainty: 7 Leadership Actions to Overcome Indecision and Drive Success
Indecisive leadership in an uncertain environment can have potentially devastating outcomes. Seven key actions can help leaders maintain trust with their teams, adapt to change, ...
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Leadership Lessons
Growing Opportunity: The Fruits of Transformative Change
Change may be slow, but daily intentional action can build toward transformative outcomes.
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CX Analytics
Trade Secrets of World-Class Financial Institutions: Use Data FROM Your Customers, Not Just Data ABOUT Your Customers
Executive Summary: To achieve a deeper understanding of customers and drive business success, financial institutions must prioritize the ever-changing Voice of the Customer (VoC) as ...
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CX Analytics
Trade Secrets of World-Class Financial Institutions: Analytics that Capture Actionable Insights are Table Stakes
Banking leaders taking stock of 2024 and poised to seize the opportunities of a new year must deal with this harsh reality: you’re not finding ...
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CX Analytics
Trade Secrets of World-Class Financial Institutions: Actively Build a Culture of Workplace Engagement
How do you know when to act to keep hotspots and tensions in workplace culture from harming your customer experience – and your bottom line? ...
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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 organization’s entire customer experience. Instead, these attention-grabbing problems may be ...
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Banking Trends
Trade Secrets of World-Class Financial Institutions: Leverage Your Unique Difference (The 30-Second Test)
Just one question. Your top-of-mind response will show just how well you stand out from your banking competitors. Are you leveraging your strengths to differentiate ...
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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 through a gauntlet of disruptive trends over the past three ...
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Frontline Performance
How Does CX Innovation Take Flight?
Understanding customer experience (CX) requires constant innovation, driven by a culture that is always asking questions and listening to feedback. CX innovation lags at businesses ...
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Banking Trends
Trade Secrets of World-Class Financial Institutions: Understand the New Complexities of Customer Empathy
Empathy, the ability to understand another person’s feelings and perspective, can be difficult to convey in a banking setting. But certain behaviors and skills can ...
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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 member attrition and stalled growth, as you compete with fintechs ...
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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 customer anger. When the customer experience fails to meet customer ...
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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 to enter your market exactly 13 months from now? Your ...
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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 project is choosing the wrong method for learning what they ...
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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 BUT it is imperative that you not only know when ...
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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 the Net Promoter Score®. Earlier this year, the Wall Street ...
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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 has revealed a host of common mistakes financial institutions make ...
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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 programs fall into two categories: flaws inherent in the mystery ...
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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 their credit unions has accelerated over the past year as ...
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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 of examples of experiences that stay in our memories for ...
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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 for service that does not meet their expectations. In adapting ...
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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 in frontline positions. It’s seen all around us – “Help ...
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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 have heard stories about – how, back in the day, when ...
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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 quite aggravating, between call centers that tell you to leave ...
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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 time, or even if it’s been a while, how can ...
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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 in our world. Strategies had to be shelved as businesses ...
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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 all the way to the bottom of this post! I’ve ...
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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 with your members. You’ve forged strong attachments by providing reliable ...
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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 new year, a new beginning. In January, Fortune/Deloitte asked 100+ ...
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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 at least 66 days. Either way, this pandemic has got ...
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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 concerns that the credit union community is not paying attention ...
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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 degrees of effectiveness, the reality is, some businesses will struggle ...
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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 is love, sweet love – no, not just for some ...
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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 “pause” by the end of it? We are definitely operating ...
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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 can take to “future-proving” your credit union in light of ...
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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 and our world are drawn together in purpose and sacrifice ...
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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 the financial consumer market, taking an ever-larger slice of the ...
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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 a wide, primarily inorganic approach of “purchasing” members through acquisitions ...
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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 of and very impressed by the unique mind and powerful ...
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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 our New Year’s Eve gathering (was that just last week?). ...
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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 and innovations we introduced during the year — and our ...
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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 year! At least, I believe we have a message – ...
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