INDUSTRIES
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Local Residential Real Estate Market
The Ann Arbor area residential real estate market is on the rise . . . mostly. Many of the key metrics show a positive change. The Ann Arbor Area Board of REALTORS® provides a monthly report on key residential real estate listings and sales. According to the June report, the number of 2013 YTD listings…
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Don’t Seek a Queen Strategy
A common mistake among novice chess players is to bring out the queen early in the game. But this often leads to a loss. In our client work, we often see a similar phenomenon in competitive strategy. Executives get lured into bringing out their queen without developing all of their pieces.
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Sometimes the Best Metrics May Be Counterintuitive
There is no shortage of customer experience metrics today: digital data feeds, customer profile data, cross-channel performance, operational data, etc. The trick seems to be in fully understanding and focusing in on the key sets of metrics that really matter to build and sustain customer lifetime value across all channels.
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Why Your Customer Service Team Should Be Upselling
Customer service representatives have a tough job. They must represent the face of the company to customers while being internally monitored and measured via a myriad of metrics: first call resolution, call length, and percent of transfers, to name a few. Fortunately, when done well, upselling customers and ensuring customer satisfaction go hand in hand.
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Where are You in Measuring the Customer Journey?
Every company now has mechanisms for capturing customer feedback. As the discipline of customer connectedness matures, the real challenge lies in orchestrating these feedback mechanisms across the customer touchpoints and throughout the organization.
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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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Charter School Initiatives
Efforts between schools, organizations, and businesses demonstrate the kind of teamwork Michigan needs to build a better economy.