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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…

Behind The Numbers Podcast: Episode 1

A new podcast, you say? Indeed! There are a few questions we’re always asking, and we’ve decided to put them to the experts in a podcast we’re calling Behind The Numbers. In each episode, we’ll ask our guest to tell the story behind some key numbers, and we’ll dive deep on how data makes a difference, what growth and success…

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…

Credit Unions: Improving Perception, Growing Business

Credit unions everywhere face the uphill task of conveying their value proposition to their members. Not only do they have to fight their competitors to provide more innovative products and better services, but they must tackle any negative perceptions in the community. As millenials join the workforce and start to open up their wallets, whether to buy a new car or their…

Stick It: Land the Branding

Like most people, I’ve never been an Olympic-level figure skater, so forgive my total lack of knowledge on the right jargon. Still, is it not totally amazing when they nail the landing? Somehow, from all kinds of mid-air spins and twists at a crazy speed, they manage to land with confident grace, at speed, on solid ice, balanced on slivers…

3 Easy Engagement Fails

Everyone wants more engagement: more visitors, more participants, more feedback, more customers. Isn’t it amazing how easy it is to achieve the opposite? Three TOOs to avoid:   TOO Creepy When someone I don’t know addresses me by my first name, it creeps me out. When it happens in person, I get a little chill down my spine, and I…

Normal-ish II: Develop The Full (Data) Picture

“Normal”, you say? This week, we’re breaking down “normal” from two angles that get researchers all tangled up. In Part I, I pointed out that knowing one measurement at one moment in time doesn’t necessarily give enough context to figure out whether that measurement is good or bad, hot or cold, etc. Into Part II, the emphasis shifts to the…

Engagement In 3 Simple Steps

Sure, we talk a lot about surveys, but engagement is really a big deal. And on this special day, we make the most of both topics with a sweet double-delivery: 1. Know your audience Let’s assume that you already know who you’re connecting with. Propose to a total stranger – just like reaching out a participant group that doesn’t know…

Normal-ish I: Tend Your Trends

Just what is “normal” anyway? This week, we’ll take a closer look at “normal” from two angles that make researchers crazy. If you’ve ever presented results and heard “But is that normal?”, this is for you. Part I: Every day, in every way, I’m getting better….? Part II: Develop the big picture — and get to the point… or points?…