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 dance when you’re not hitting your…
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, and achieve organizational success. …
Change may be slow, but daily intentional action can build toward transformative outcomes.
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 financial institution faces the potential…
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 are trying to learn about…
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 a survey is the right…
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 Journal gave greater visibility to…
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 when assessing performance and providing…
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 shop program itself, and failures…
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 shifted into a reactive mode…