“The best [organizations] strive towards the day they leave behind the safety net.”

In her work at PeopleMetrics, customer experience expert Kate Feather uses customer feedback to help businesses shape more meaningful relationships with their clients. Important takeaway: Meeting your preplanned goals is less important than evolving to meet customer expectations. In this presentation, Feather shares secrets to capturing, understanding and acting on customer feedback. She shares results from a PeopleMetrics consumer survey on financial services, and encourages credit unions to open their eyes to unexpected opportunities in their own organizations.

Kate Feather is the leader of the Customer Experience Transformation practice at PeopleMetrics, where she has worked with dozens of Fortune 1000 companies.

Want more?

See what Feather had to say about customer experience after THINK 14 here.

Read about Feather’s insights on customer experience at the regional THINK It Out in Livonia, Mich., here.

Watch a quick clip of Feather talking about attracting Millennials through education here.