by Joel Vaslow | Aug 22, 2017 | Customer Experience Management, Employee Experience
When companies work on improving customer experience, they are typically focused on retaining customers and providing financial benefit for their shareholders. However, there’s another stakeholder group that benefits from customer experience improvement efforts –...
by Joel Vaslow | Aug 15, 2017 | Customer Experience Management
Whether you currently have a customer experience measurement program in place today or are considering putting a program in place, it’s critically important to understand one important rule: Measurement is not enough. It doesn’t matter if you have the latest and...
by Joel Vaslow | Aug 10, 2017 | Customer Experience Management
Online and mobile banking are essential elements in 21st-century financial services, but there’s more to banking than digital transactions. Branch banking definitely is not dead – long live the branch! We understand the cost to serve customers is much higher in bank...
by Joel Vaslow | Jul 26, 2017 | Research Methodology
Net Promoter is not the only survey question you need to ask to grow your business because more than one question is required to understand human behavior. Several of our clients use NPS as the primary outcome metric for their ongoing customer feedback programs. These...
by Joel Vaslow | Jul 19, 2017 | Customer Experience Management, Employee Experience
Too often, the ideal customer experience is a myth that exists only in the mind of your customer experience leader or Chief Marketing Officer. The problem is, it’s your employees who need to deliver it. How many of your employees could provide a reasonably articulate...