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Author Archive for Ann Heatherington

Big Banks = Big Satisfaction?

While some may have a negative association with ‘Big’ anything [Big Brother, Big Data, Big Whatever], recent studies have shown that Big Banks are overtaking credit unions in customer satisfaction. Many credit union members may feel their experience is local and personalized, but is bigger better – and do enough members feel that way to make a difference?   Credit…

Feedback on Engagement: Better to Give and Receive

When was the last time you received feedback at work? It turns out, forty-three percent of highly engaged employees receive feedback at least once a week, compared to only 18% of employees with low engagement. And — it’s not only good news that’s good news. Critical feedback makes a difference, too. Employees who regularly receive personal attention and specific feedback on…

What do I have to do to get a strategy around here?

Get this: 90% of leaders think an engagement strategy has an impact on business success — but barely 25% have a strategy. Disconnect? Definitely. Opportunity? Indeed. Most leaders understand that high employee engagement translates to better business. In practice, though, they’re not always sure how to measure engagement or improve it, so a meaningful strategy never comes together. For employees…

Have the best product on the market? Find out!

Sure, you might have the best product on the market today, but customers are fickle. When the next big thing comes along, brand loyalty can go right out the window. Satisfied customers stay put and keep your business growing. To stay on top of the competition and separate your organization from the pack, you need to track your customers’ evolving…

How are you measuring customer satisfaction?

Many companies focus on measuring customer satisfaction – how satisfied were you with this product or that support call, with your meal or in-store visit? The customer experience is made up of moments, and Customer Satisfaction Score (CSAT) can measures each one so that you can improve specific interactions and triage where necessary. But there’s more to satisfaction than one…

How do you build customer loyalty?

More than any individual interaction, the customer effort defines overall customer loyalty. If customers are forced to put in a lot of effort, they’re 96% more likely to be disloyal. It makes sense. Customers value their time and their peace of mind, and their favorite companies and brands respect and protect that. Customer Effort Score How easy was it for…