Banks have more customer data than almost any other industry, and still lose customers they could have kept. Here's how to match retention tactics to each stage of the banking life-cycle, and why customer feedback and personalisation only work when they're tied to the journey.
Skip the reminder and response rate drops 33%. Use an image-only survey link and it drops another 43%. Use a department in the "from" field and there goes another 43%. Fix those three things and you can lift response rates by 500%. Here's the complete guide to maximising survey response rate, with every detail mapped, calculation, contact data, pre-notification, invite copy, and timing.
"Customer journey map" has come to mean about five different things, depending on who's saying it, customer journey, user journey, buyer journey, user flow. The confusion shows up in every workshop. Here are the four main types, what each is actually for, and how to make sure you and your team are working from the same map.
After 20 years of customer feedback data across multiple industries, three service attributes keep showing up as the drivers of 80% of loyalty. None of them is price. Here's what they are, why most organisations get them backwards, and how small businesses can deliver them as well as large ones.
Once NPS data is flowing, the question of targets follows within weeks. Set them badly and you'll get score-begging, gaming and demotivated staff. Here's a practical approach to setting NPS targets — including the prerequisites that need to be true first, why local targets beat global ones, and the case for waiting longer than feels comfortable before setting any.
Today's the day we get serious about customer feedback, heads nodding, actions allocated, everyone leaves enthused. Eighteen months later the same people are sitting around the same table, blaming the industry, the country, the customer base. The collapse follows the same five phases almost every time. Here's how to recognise each phase, and how to break the cycle.