How to Prepare Your Bank for Ongoing Customer Feedback and Action

PeopleMetrics

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. While customers may be giving feedback on the frontline, the back office is an invaluable piece of the puzzle.

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Were you able to easily find our mobile banking app?

Chatbots’ Impact on Banking and Healthcare

Revation Systems

Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries. Banking Chatbots. In the banking sector, chatbots have become synonymous with enhanced customer experience.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries. Banking Chatbots. In the banking sector, chatbots have become synonymous with enhanced customer experience.

How AI is Enabling Banks to Connect with Customers Better

Revation Systems

Over the last five years, the rise of smartphones and mobile devices has ushered in an era of daily digital banking transactions. For banking, the incentive to innovate in AI is built-in. So, how exactly will AI improve the banking experience? request for banking support.

How Banks are Improving their Complaints Management

Clarabridge

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. after improving the online banking log-in process.

How to Choose the Best Survey Touchpoint for a Banking CX Program

Centriam Customer Experience Lab

As you begin building a customer experience (CX) program, a common first step is gathering feedback from your customers. Download our Community Banking CX Blueprint here to get a jumpstart on your CX planning. We’ll walk through what these criteria mean using four example banking touchpoints: Banking Customer Experience Customer Experience StrategyWe’ve found that surveying customers about their interactions across major touchpoint is an easy place to start.

Four Key Customer-Centric Disciplines for Growth Banks

PeopleMetrics

In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like: How do we avoid commoditization? How do we offer our customers a seamless, easy banking experience? Introduction.

3 Moments That Can Make or Break a Banking Customer Experience

PeopleMetrics

A practical approach to doing this is to first determine what customers need and want from their banking relationship and second to identify and refine common events where the bank is failing to deliver against those needs. Being easy to bank with. Where Banks Often Fail.

5 Insights from Our 2016 Study on Customer Experience for Banks

PeopleMetrics

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

3 Statistics that Prove Banks Have a Problem

Clarabridge

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same. 83% of customers find it easy to switch to a different banking provider.

200+ Survey Question Examples For Your Feedback Forms

ProProfs Blog

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. How to Gather Feedback. #1 Customer Feedback Survey Question Examples. 8 How to Gather Feedback.

Should You Outsource Your Customer Feedback Program or Keep it In-House?

PeopleMetrics

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program? Depending on your needs, building your own customer feedback system may be a real possibility.

3 Statistics that Prove Banks Have a Problem

Clarabridge

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same. 83% of customers find it easy to switch to a different banking provider.

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. See PeopleMetrics’ Employee Experience page to see how we can help gather, analyze, and act on employee feedback). You can include employees in planning company events by collecting feedback from every employee , or asking a certain dedicated employee to volunteer to help plan an event.

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

PeopleMetrics

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. Any longer, and we’d argue you're trying to do too much with one feedback channel.).

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. "Evolve or Die".

How to Leverage Employee Feedback on Your Customer Experience

PeopleMetrics

If you can tell, we’re fans of using feedback in your customer experience strategy. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. Make sure to close the loop on employee feedback.

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture.

7 ways banks can transform customer experience

Eptica

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Involving customers and obtaining their feedback is an important part of this process.

Banks Come out on Top with Customers: What Can Others Learn?

CSM Magazine

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry.

How Many of Your Customers Have Suggestions for Improving Customer Experience?

PeopleMetrics

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. About That Banking Study.

The customer feedback experience – an experience not to be taken for granted!

ijgolding

Last week I made a telephone call to my bank. CX Measurement CX Strategy customer experience customer feedback customer surveys Net Promoter Score NPS VOC VOE voice of the customer voice of the employee voice of the process VOP A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

Kerching! Banking and Financial Services Top UK Customer Satisfaction League

CSM Magazine

The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its first ever ‘Industry Satisfaction Survey’, via its latest Customer Experience Report.

GDPR and NPS: What it Means for Customer Feedback

AskNicely

As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Personal data: This is basically anything that directly or indirectly identifies an individual (legal name, photo, bank details, email addresses, social media posts, DNA, IP addresses, cookies and location data. Customer Feedback in the Age of the GDPR.

As Branches Evolve, So Will the Workforce

Verint

Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Let’s explore three ways banks can better manage their changing branch workforces. And banks will need to be able to analyze performance data not only by employee, but by role, branch, branch type and market.

Enterprise Feedback Management: Understanding The Need

Feedback

Understanding enterprise feedback management is essential in today’s economy. Today, Enterprise Feedback Management systems are used by diligent businesses in many different sectors such as travel, retail, health industries, financial services (such as brokerage and bank institutions), manufacturing, etc. A powerful Enterprise Feedback Management system will have a powerful impact across your entire business. Yes, indeed, the customer feedback was effective.

The Basics of Customer Journey Mapping

PeopleMetrics

If you've kept up with this series, you know that a common understanding of customer experience, your target customer segments or personas, and the vision for the experience you intend to deliver separates growth banks from non-growth banks.

Demonstrating Customer Engagement Success through ROI Models

Verint

Analytics powers $1M in savings for a leading retail bank. A global provider of business process management (BPM) services leveraged multi-channel insights to drive an 18% reduction in cost-to-serve for a savings of more than $1 million per year for a leading retail bank. Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization?

Uncovering Your Customers' Wows and Woes in 10 Steps

PeopleMetrics

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. In our experience, the needs and experiences of business banking customers can be quite different from those of consumers.

Customer feedback and trust; how a lack of feedback opportunities is costing the financial services industry dearly

Maru/Matchbox

Retail banking firms are now regularly monitored on their customer policy and the FCA are increasingly taking an active approach to ensuring retail banks and beyond meet their customer policy commitments. The most effective and efficient way to place customers at the heart of an organisation – and deliver against the FCA’s initiative – is through regular and consistent Voice of the Customer feedback.

How to Define Your Priorities and Build a Plan for Customer Centricity

PeopleMetrics

The final discipline of growth banking is all about listening and acting on feedback from your customers. It requires a commitment to closed-loop feedback. Try these checking your bank for the following symptoms. An increase in online and mobile banking usage?

Making Sense of Customer Experience Metrics

PeopleMetrics

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.

Verint Speakers: Improving the Customer Experience and Workforce Management

Verint

Society of Workforce Planning Professionals (SWPP). April 4-6; Nashville, Tennessee. Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5.

Modernizing the Enterprise with Back Office Automation

Verint

Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry.

Firstsource Leverages Analytics to Set New Benchmarks

Verint

Back-Office Operations Speech Analytics Contact Centers Text Analytics Customer Satisfaction Customer Service Customer Experience Social Media Analytics Big Data customer engagement optimization Call Centers digital Customer Feedback banking IVR actionable intelligence customer engagement customer focus back office customer insights

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

Perpetuate Cross-Functional Feedback Systems. Allowing agents to be involved in cross-functional feedback systems provides them the opportunity to be heard and ensure they feel like a part of the team. By Francis Cyriac.

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Our Top Ten Customer Experience Blogs of 2015

PeopleMetrics

This post takes a look at three moments of truth that are important for banks to consider if they want their customers to love their customer experience. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article.

Post Call IVR Surveys: Even More Popular But Not That Useful

Genroe

After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Best Practices Customer Feedback Net Promoter ScoreSure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. Comments Sarah, Thanks for stopping by.