Dive Into Our Library of Case Studies
The Changing role of tellers in Impacting Customer Loyalty
Several years ago when I visited my bank to make a routine deposit, I was helped by a teller whom I had come to know on a first name basis. While she was making the deposit, she looked at her...
Recent Trends in Measuring the Voice of the Customer
The landscape for delivering banking services is changing rapidly, and with those changes come challenges to reaching customers and understanding what they want. Changes in communications technology, regulatory environments, where and what services are delivered, cultural shifts and analytical capabilities...
Is Customer Loyalty Dead?
Fred Reicheld, the creator of the Net Promoter system, discusses the impact of increased automation and technology on customer loyalty. Far from making it irrelevant, he says technology places a premium on the less routine face to face interactions customers...
1 in 5 Banks are Twitter Quitters
Social Media is the latest frontier for banks seeking to engage their customers at a new level. However, many banks who use Twitter are questioning if the number of followers they are generating can justify their investment. Larger banks with lots of brand recognition and...
Can you explain your incentive pay to your staff?
Our most successful clients include a customer satisfaction or loyalty metric as part of their front-line employees’ incentive calculation. In some cases, customer feedback comprises up to 50% of the employee’s potential bonus. Over the years, we’ve learned that developing...
Loan and Mortgage Surveys
Loan Application Satisfaction Survey Loan Servicing Satisfaction Survey Loan Cancellation Customer Survey Loan Application and Fulfillment Survey The loan application, decision, and fulfillment experience is one of the most complex in retail banking due to the variety of customer touch-points that...
4 Pitfalls of Customer Loyalty Measurement
As technology empowers customers to do more of their routine banking at home or on the go, interpersonal banking encounters are simlutaneously becoming less frequent and more important in the hierarchy of loyalty building experiences. Even smaller community banks and...