Strategic CX

Using a Voice of the Customer program can be one of the most efficient ways to improve your customer experience strategy. Getting your program started takes less than 10 minutes. Drop us a line today to find out more.

Going to Money20/20 Las Vegas 2024? Comment here if you are interested in connecting so we can nerd out together on CX strategy amongst all the banking and fintech chatter. #StrategicCX #customerexperience

Considering a reward checking account or trying to lower your ongoing costs with your current offering? Learn how community banks can run their own reward checking programs without using third-party providers. #rewardchecking #customerexperience #StrategicCX #communitybanking

A recent trip to a local retailer got me thinking about how often our data can be unintentionally corrupted. Consider all the ways employees may skew results by trying to hit incentives. How many ways do you see surveys vulnerable to unintended influence? #customerexperience #strategiccx #CSAT

Stop charging for the damn pickle! 🥒 Bob Farrell figured this out decades ago, but here we are in 2024, and some companies still can’t wrap their heads around it. It’s simple: that one little thing your customer asks for? Give it to them. Don’t overthink it. Don’t slap a fee on it. Just. Give. Them. The. Pickle. Sure, you can stick to your precious policies and make sure every interaction is as robotic as possible, or...you could, I don't know, make your customers feel like you actually care? Look, going the extra mile isn’t going to bankrupt you. But I promise, not doing it? That’s what’ll cost you—big time. Because guess what? Your customers talk. A lot. And they’ve got the power of the internet to tell the world you wouldn’t even give them a freakin’ pickle. So, here’s some free advice: empower your team, make your customers feel special, and watch your business thrive. TL;DR: Give ‘Em the Pickle. Stop being stingy. #CustomerExperience #CX #GiveEmThePickle #StrategicCX

NPS and CSAT are great, but are you using data to really dive in to your customer experience? Learn about measuring CLV, CSAT, and CJTS over at StrategicCX.com. Were hear to help if you get stuck along the way.

Most people hate talking about money, so why should you care about finance? Because inefficiencies and risks within the financial system are costing you—whether through higher fees, slower transactions, or missed opportunities. Addressing these issues isn't just about improving the system; it's about empowering individuals and businesses to fully leverage their financial resources. So, how should we view finance—not just as a space, but as a living, evolving entity that directly impacts your financial well-being? In the words of the often-controversial Gary Gensler: "Finance sits in the middle, like the neck of an hourglass whose grains of sand are money and risk. Finance depends on data." Gensler touches on two crucial and often painful points: 1️⃣ Finance is a chokepoint, regardless of where you sit in the equation. Even in our modern world, it functions as a barrier, collecting a sort of toll just for engaging with money in everyday transactions. Significant economic rents are collected here. 2️⃣ Finance is deeply dependent on data. Data availability and integrity are key—whether it’s to prevent double spending or to handle intricate processes like real-time currency exchanges and interest rate swaps. Blockchain technology—not volatile cryptocurrencies—can address both of these challenges. With persistent and widely accessible data, blockchain enables anyone with an internet connection to store and transfer value globally using stablecoins (digital dollars), all without the need for numerous intermediaries. To those working in finance, especially those building the financial apps and services of tomorrow: Take a look at how blockchain tech can help you create elegant solutions to these pain points and help broaden the bandwidth of money. https://lnkd.in/gSiYidnd

Thinking about starting on online bank? Before you do, be sure to check out our do's and dont's from our bank marketing expert. We're here to help you take the next steps.

Starting to measure your Customer Experience? Get started with these 3 common metrics to establish a baseline.

What does it mean to become strategic? Read along as we discuss the challenge of identifying your strategy and the 4 key thoughts to ensure your strategy is primed for success in reaching the desired audience. #strategiccx #customerexperience #banking #fintech