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Author Archive for SoGoSurvey

Community Banks Forced to Re-evaluate Technology’s Role in Serving Customers

During the 2016 FDIC Community Banking Conference, Strategies for Long-Term Success, a community bank executive delivered an eye-opening report: Her own institution, with assets of less than $300 million, was exposed to 800,000 cyberattacks every month. She discussed the importance of educating the general public on best practices for online banking, stating: “People don’t leave their checkbooks or wallets laying…

Build, Measure and Engage with Loyal Customers – It’s Easy

According to Accenture’s 2016 Global Consumer Pulse Survey, 78% of consumers report they are retracting loyalty at a faster pace than three years ago. Additionally, more than half of the most loyal customers actively recommend brands to others, and 14% express their loyalty by publicly endorsing or defending the company via social media. In today’s hyper-competitive business environment, companies must…

What Really Drives Customer Churn and How You Can Avoid It

Visionary co-founder and former Apple CEO, Steve Jobs, challenged, “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”  Too many businesses take a reactive approach to customer service. But one of the most successful companies in the history of the world has a different priority: Push yourself to…

A Competitive Edge for Community Banks

In the mid-1990s, predicting that technology would transform banks protected by regulation and incumbency, Bill Gates declared, “Banks are dinosaurs, they can be bypassed.” Banks have avoided extinction, but in order to stay relevant, they need to innovate, harness digital disruption, and completely re-imagine their role in the customer experience. This shift in cultural mindset, especially for some of the older…

9 Surefire Ways to Demotivate Employees

Most managers don’t demotivate their employees on purpose. They act improperly without thinking about what damage they are doing to the enthusiasm and motivation of their employees. It’s not surprising: Employees don’t leave jobs—they leave managers. How’s your employee engagement today? When recognition and incentive programs are designed properly and implemented thoughtfully, they can serve as great vehicles to motivate…

Essential Tools for a More Productive Workforce

In an episode of the 1990’s iconic sitcom, “Friends”, Chandler (Matthew Perry) was in the coffee shop boasting about his new laptop, quoting specs like 500MB hard drive, 12MB of Ram, a modem that transmits at over 28,000 BPS, and built-in spreadsheet capabilities. Wow. Imagine what an “essential tool” that could be for you today! Today, terabyte drives (1,000,000 megabytes)…

Net Promoter Score: The Ultimate Survey Question

Businesses have always sought a crystal ball that would give them insight into their customers’ experience about their company’s products and services.  Over the years many experts have put forward many theories and strategies as how to best capture and measure customer satisfaction. Who knew that one of the best tools for getting this type of insight would involve asking…

5 Insightful Questions for Evaluating Employee Performance and Why You Should Include Them

A few years ago, the Dilbert comic strip, known for its satirical office humor about a white-collar, micromanaged office, portrayed employee performance reviews with this clever dialogue: Boss: Would you like some feedback on your performance? Dilbert: No. Boss: You’re supposed to appreciate feedback because it makes you feel valued. Dilbert: How does listening to you belittle me about things…