Carrie Stapp

Article

Jul 15, 2021

A "voice of the customer" strategy can improve profitability and retention at banks and credit unions. Here’s how to get there.

Article

May 5, 2020

Harvard Business Review defines customer experience (CX) as “the cumulative impact of your customers’ end-to-end journey with you, the multiple touchpoints over time, which create a true competitive advantage to companies that get it right.” While […]
gear check

Article

May 7, 2019

Customer engagement is a two-way street. It’s easy for financial institutions to talk about what they want from their side of the relationship—loyalty, bigger wallet share, primary financial status. But it’s harder to execute a strategy that satisfies what customers...
customer engagement21

Podcast

Apr 16, 2019

Despite a newfound fascination with customer engagement, banks know it's a constantly moving target that doesn't reward indecision or momentary distractions. It takes strong resolve and concentration to stay on top of it—and strategy that...