Carrie Stapp
Article
Jul 15, 2021
By Carrie Stapp
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
By Carrie Stapp
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 […]
Article
May 7, 2019
By Carrie Stapp
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...
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...