@SupportEXPBiz

Customer experience management for banks and credit unions. Mystery shops and CX surveys with expert consultation.

 Dayton, OH
supportexp.com/
Joined May 2013
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  • Followers56
17Media
Making Out the Hazy Shape of the “Next Normal” of Consumer Banking supportexp.com/making-out-th…
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Just one example of how credit unions strengthen their communities! #creditunions #credituniondifference localnewsdigital.com/2020/11…
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news.cuna.org/articles/11790…
Check out my latest article: Speaking of Change: Filene’s Vision From the Past Informs a Powerful Vision for Today linkedin.com/pulse/speaking-… via @LinkedIn

Speaking of Change: Filene’s Vision From the Past Informs a Powerful Vision for Today

Hi, Everyone! Many years ago, when I was just starting my business, I became aware of and very impressed by the unique mind and powerful writing of Edward A. Filene, pioneer of the American credit...

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Check out my latest article: Speaking of Change: Filene’s Vision From the Past Informs a Powerful Vision for Today linkedin.com/pulse/speaking-… via @LinkedIn

Speaking of Change: Filene’s Vision From the Past Informs a Powerful Vision for Today

Hi, Everyone! Many years ago, when I was just starting my business, I became aware of and very impressed by the unique mind and powerful writing of Edward A. Filene, pioneer of the American credit...

linkedin.com
Check out my latest article: Credit Union CEOs: What would THIS look like in your “Store”? linkedin.com/pulse/credit-un… via @LinkedIn

Credit Union CEOs: What would THIS look like in your “Store”?

Last week I was at my go-to Kroger store picking up a few things for our New Year’s Eve gathering (was that just last week?). Over the years I have given feedback, face-to-face and “pro bono,” to the...

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Check out my latest article: Credit Union CEOs: What would THIS look like in your “Store”? linkedin.com/pulse/credit-un… via @LinkedIn

Credit Union CEOs: What would THIS look like in your “Store”?

Last week I was at my go-to Kroger store picking up a few things for our New Year’s Eve gathering (was that just last week?). Over the years I have given feedback, face-to-face and “pro bono,” to the...

linkedin.com
Check out my latest article: Lesson 5: Mystery Shopping Mistakes, Part II: Trip-Ups in Implementation linkedin.com/pulse/lesson-5-… via @LinkedIn

Lesson 5: Mystery Shopping Mistakes, Part II: Trip-Ups in Implementation

As I mentioned in the previous Lesson, reasons for the ineffectiveness of traditional mystery shopping programs fall into two categories: flaws inherent in the mystery shop program itself, and...

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Check out my latest article: Lesson 4: Mystery Shopping Mistakes: Why the Culture Doesn’t Actually Change linkedin.com/pulse/lesson-4-… via @LinkedIn

Lesson 4: Mystery Shopping Mistakes: Why the Culture Doesn’t Actually Change

With more than 20 years’ experience and over one million member experiences evaluated, our research has revealed a host of common mistakes financial institutions make when assessing performance and...

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Check out my latest article: Lesson 3: NPS® in the Balance: What’s Missing from Your Metrics? linkedin.com/pulse/lesson-3-… via @LinkedIn

Lesson 3: NPS® in the Balance: What’s Missing from Your Metrics?

Since its introduction in 2003, something of a cottage industry has sprung up around attacking the Net Promoter Score®. Earlier this year, the Wall Street Journal gave greater visibility to the...

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Check out my latest article: You’ve Got A BIG Problem linkedin.com/pulse/youve-got… via @LinkedIn

You’ve Got A BIG Problem

Dear Credit Union CEO, What if you receive intel that a powerful competitor is poised to enter your market exactly 13 months from now? Your credit union faces the potential loss of scores of members,...

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#metrics #creditunion #cx #mx #nps #analytics #bank #netpromoterscore #innovation | Support EXP

In measuring customer satisfaction, the appeal of a metric like NPS is obvious. Much of its popularity arises from its apparent simplicity, but consumer behavior is too complex to be captured in a...

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Surveys Can Do a Lot of Things…But Here Are 10 Reasons Why Surveys Can’t Drive Deep Change in Frontline Execution lnkd.in/eKM8FqY #hr #reasons #surveys #frontline #employeeengagement #humanresources #marketingmetrics #creditunions #Banking #members
Lesson 1: The Method Matters Most supportexp.com/lesson-1-the-…
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#creditunion | Support EXP

Everyone at Support EXP would like to take this opportunity to wish the credit union community a very happy International Credit Union Day! #creditunion

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To our valuable strategic partners who have helped to shape our laboratory of inventions – a sincere thank you. To those in the process of becoming a part of the Support EXP family…we are honored for the opportunity to play a role in your story of success!
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youtu.be/RRCE_9-k2eM

Episode 1: Transformational Insights for Financial Leaders: Why Training Fails

In this episode of our Transformational Insights for Financial Lead...

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We're looking for a self-driven Sales Representative to become part of our team and help us make a transformative difference! Check it out: supportexp.com/inside-sales-…
Support EXP proudly joins its credit union clients and credit unions around the world in celebrating International Credit Union Day®! Learn about this year's theme and how we are transforming credit unions: lnkd.in/eNeUpXE
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