David Baker
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Why You Need to Measure Both Performance and Impact
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.…
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4 Tips for Successfully Developing a Mobile Banking App
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…
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Are You Managing the 3 Levels of Customer Experience?
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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Workforce Development: Associations stepping up workforce development efforts
Michigan universities and associations are stepping up workforce development efforts to ensure that businesses are able to find talent that will help the companies thrive in Michigan.
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Area Economic Forecast
Washtenaw County is poised for economic growth. After weathering the 5-year economic slump, the forecast is encouraging.
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Downtown Retail
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…
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The Budgeting Process: How small and mid-sized businesses can effectively budget
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.
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Charter School Initiatives
Efforts between schools, organizations, and businesses demonstrate the kind of teamwork Michigan needs to build a better economy.
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CFI Group White Paper: Customer Journey Mapping
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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Storybook Village
Margaret Baker had the chance recently to read her children’s book, When I was a Girl I Dreamed, at one of the Storybook Village story times. While we were there, we spoke with owners Barbara and Tom Sims. We wanted hear about their dreams for Storybook Village.