Finding Your Mauve: 3 Steps to Business Growth (by @peoplemetrics @smcdade)
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Kate Feather's presentation on banking and credit unions path to success. 3 steps: understand, repair, and innovate.
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Finding Your Mauve: 3 Steps to Business Growth (by @peoplemetrics @smcdade)
- 1. Want the slides? info.peoplemetrics.com/think By Kate Feather
- 3. August Wilhelm Von Hoffman (1838-1907) Royal College of Chemistry in London
- 6. Don’t we all take work home?
- 10. Look familiar?
- 11. How about this?
- 12. Yards and yards of purple fabric goes on top
- 15. Honestly, why is purple mucus important to my credit union?
- 17. Source: We Have Entered The Age of the Customer, Forrester
- 18. Source: We Have Entered The Age of the Customer, Forrester
- 19. Experiences are a distinct economic offering – as distinct from services as services are from goods. Experiences are memorable events that engage each customer in an inherently personal way and thereby create a memory as the hallmark of that experience. -Joseph Pine II
- 20. The best strive towards the day they leave behind the safety net
- 21. Business-to-Consumer • Auto Parts and Service (Retail) • Cable and Satellite TV • Insurance (Auto & Home and Health Insurance) • Internet TV • Restaurants • Retail Banking • Wireless Business-to-Business • Accounting and Tax • Telecommunications • Office and Business Supply Services
- 22. In the last 12 months, in your opinion, what has happened to the state of your credit union’s customer experience? It has gotten worse It has remained unchanged We have made marginal improvements in customer experience We have made great strides in improving our customer experience I don’t know A b c d e
- 24. of executives said the customer experience delivered by their bank/credit union has improved in the past 12 months Source: PeopleMetrics Most Engaging Customer Experiences Study
- 25. of customers said the customer experience delivered by their bank/credit union has improved in the past 12 months Source: PeopleMetrics Most Engaging Customer Experiences Study
- 26. CUSTOMERS ranked ONLINE AND MOBILE TECHNOLOGY among their top three priorities for improvement from their bank
- 27. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/ IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL BRANCHES 4 1 FALSE
- 28. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/ IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL BRANCHES 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8
- 29. 71% 60% 63% 69% 29% 21% 29% 42% Take individual action on customer feedback Disciplined decision making around the customer Common understanding of Cx Established goals for improvement Growth Banks Non-Growth Banks 33 pts 42 pts 40 pts 27 pts
- 30. 71% 60% 63% 69% 29% 21% 29% 42% Take individual action on customer feedback Disciplined decision making around the customer Common understanding of Cx Established goals for improvement Growth Banks Non-Growth Banks 33 pts 42 pts 40 pts 27 pts Focus on these two
- 31. Three Steps to Business Growth
- 34. Rackers love technology almost as much as they love their customers.
- 35. Fanatical SupportTM fuels growth $531.9 $629.0 $780.6 $1025.1 $1309.2 $1500.0 2008 2009 2010 2011 2012 2013 Net Revenue (in millions) 47% 18% 24% 31% 28% 15%Yearly growth %
- 37. Source: Forrester Customer Experience Index Enjoyable Easy Meets Needs T R U S T
- 39. In an increasingly price competitive world, differentiating on the client experience was Signature’s last line of defense
- 40. In 2006, we identified ACCOUNTABILITY as key to their success…
- 42. Daily shift briefings Daily shift meetings
- 46. 25ptlift in engagement 16,000 fewer problems 30% increase in revenue 24% increase in worldwide locations
- 49. 9 national bank Net Promoter Score 46 community bank Net Promoter Score
- 50. 54% of national banking customers LOVE their institution 76% of community bank customers LOVE their institution
- 51. 27% of national banking customers report a neutral or negative emotional memory 13% of community bank customers report a neutral or negative emotional memory
- 52. Enjoyable Easy Meets Needs 83% 89% 84% 90% 63% 78% NATIONAL COMMUNITY 15 pts 6 pts 6 pts T R U S T Source: Forrester Customer Experience Index
- 53. Enjoyable Easy Meets Needs 83% 89% 84% 90% 63% 78% NATIONAL COMMUNITY 15 pts 6 pts 6 pts T R U S T You already have this Source: Forrester Customer Experience Index
- 54. -Marie Curie Nothing in life is to be feared. It is only to be understood.
- 55. Kate Feather, EVP kate.feather@peoplemetrics.com Tel: +1 215.979.8037 @PeopleMetrics Want the slides? info.peoplemetrics.com/think