How Does CX Innovation Take Flight?
Understanding customer experience requires constant innovation, driven by a culture that is always asking questions and listening to feedback. Innovation lags at businesses that won’t or can’t listen to their…
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 expectations, customers are less willing…
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 you really know what they…
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 but for everyone.” If you…
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 the recent ACSI finding that…
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 even as we physically distance…
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?). Over the years I have…