Post-Eclipse Edition: Getting a Clearer View of the Customer Experience

And just like that, it’s May! Has your year been full of improved performance and exceptional customer experiences?

Speaking of exceptional experiences, I hope you were able to take in the amazing eclipse on April 8. We were in the “Zone of Totality” here in Dayton, Ohio – so we were treated to an awesome view of this once-in-a-lifetime event!?

No special glasses required to view this roundup of our most recent insights and innovation:?

We took measurement of the customer experience back to the basics with our recent webinar on “NPS 101,” in which we went “behind the numbers” for an executive-level briefing on the most popular CX metrics: NPS, CSAT, and CES. Then we explored the most effective ways to strengthen customer/member loyalty through leading indicators of CX performance. If you were unable to join us at the well-attended session, a recording of the event is available for your review. Just shoot me a quick note and I’ll send you the link ASAP!?

One of our industry partners, The Credit Union Connection, published two of our newest articles:

• “Annnnd…Why Should Credit Unions Care About Achieving ‘World Class’ Performance?” challenges credit union leaders to “follow the facts” in their pursuit of member loyalty. Attaining this elusive goal demands a sound, proven method of gauging service delivery against performance standards that reflect the ever-changing expectations of your members.?
• In “Tackling Silent Attrition: Winning Strategies for Credit Unions,” I show that it is imperative to have a clear understanding of your members if you want to keep them from straying to another financial services provider. Your first and best line of defense against silent attrition is strong member relationships, built on the trust nurtured every day by those on your front lines.?
• I invite you to read our latest blog post, on the difference between data FROM your? customers and data ABOUT your customers. While both are important sources of customer intel, there are unique advantages in using direct customer feedback to understand customer needs.?

And if you haven’t subscribed to our blog already, please sign up to get new posts “hot off the press”!?

Finally…did you notice our new home page? Take a look and let us know what you think! Then check out some of the informative content on subjects like journey mapping and CX metrics available on our Industry Topics page.

As we head into the warmer months, I hope you’re right on track to meet your performance objectives by serving up world-class customer experiences!