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Why You Need to Measure Both Performance and Impact

ByDavid Baker

If you capture feedback from your customers, odds are that you use some form of a performance scorecard to determine how well your company is doing at delivering a great customer experience. You probably also have competitive and industry benchmarks that you can reference to ensure that you’re performing at the level of your peers. This is good . . . but it may not be enough. If you’re not careful, you might actually allocate resources to the wrong areas of the business.
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4 Tips for Successfully Developing a Mobile Banking App

ByDavid Baker

While the number of credit unions that offer mobile apps is rising, many do not yet make them an integral part of their member acquisition and retention strategy. This is a mistake that can open up significant risk to credit unions. A recent CFI Group study found that 12% of credit union members may consider leaving their credit union if it does not offer a mobile app. Creating an attractive, useful and convenient mobile app for members can reduce the risk of member churn.
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Are You Managing the 3 Levels of Customer Experience?

ByDavid Baker

It’s not enough to have a complete customer feedback system that reflects the customer experience across the organization’s touch points: branch, contact center, online and indirect brand engagement. You need to setup your approach to analyze the results and take concrete action from the feedback.
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Downtown Retail

ByDavid Baker

The holiday shopping season represents a large chunk of sales for many retailers. With a late Thanksgiving, though, there are six fewer days between Thanksgiving and Christmas this year, making this year the shortest holiday season in more than a decade. A recent report by Adobe Digital Index estimated that these lost six days could cost retailers $1.5 billion in lost sales.
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The Budgeting Process: How small and mid-sized businesses can effectively budget

ByDavid Baker

Budgeting is an important part of good management. Planning experts say budgeting is critical for ongoing company success. To get some advice on how small and mid-sized businesses can effectively budget, we spoke to two seasoned Ann Arbor area tax and planning professionals.

CFI Group White Paper: Customer Journey Mapping

ByDavid Baker

Customer Journey Mapping moves beyond just capturing feedback from customers and instead looks at all of the touchpoints, purchase stages, and customer segments for a comprehensive view of the entire customer experience. Advanced retailers pull together available data and organize it around the most important workflow: the customer journey.

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