Entrepreneurialism
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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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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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Connected Vehicle Technology: a SMART plan of the future
A plan to reduce car accidents by 80 percent is well on its way to success. Connected Vehicle Technology, a partnered project of the University of Michigan and the U.S. Department of Transportation, is a perfect example of SMART strategy. This is a system that employs wireless technology to create a web of communication between your…