Jacob Simkovich
Retail
Fixing the Retail Mobile Experience: Beyond Responsive Design
For most retail customers, the first encounter with a brand now happens on the phone. More th...
Jacob Simkovich
July 9, 2026 | 10 MIN READ
Retail
Building a Voice of Employee Program at Your Credit Union That Drives Real Change
The Connection Between Employee Voice and Member Experience
Credit union members notice when...
Jacob Simkovich
July 8, 2026 | 10 MIN READ
Retail
Why Improving Inpatient Communication is Essential to Patient Experience
Walk through an inpatient unit on a busy afternoon. A nurse moves between three rooms in a five...
Jacob Simkovich
July 3, 2026 | 10 MIN READ
Retail
What Banking Customers Really Want in 2026: Lessons from The Sogolytics CX Rankings
Most banks operate on the assumption that competitive rates and rewards programs are the prim...
Jacob Simkovich
June 25, 2026 | 10 MIN READ
Retail
Why Your Best Retention Strategy Starts Before a Member Ever Complains
Picture this. You join a new gym and most of it lands well. The equipment is solid, the layout ...
Jacob Simkovich
June 18, 2026 | 10 MIN READ
Retail
Seven Pitfalls of Net Promoter Scores in Credit Unions and How to Avoid Them
NPS is Useful, Until it isn't
Net Promoter Score has earned its place in the credit uni...
Jacob Simkovich
June 11, 2026 | 10 MIN READ
Retail
How Credit Unions Can Improve their NPS Scores: Seven Proven Moves for Member Experience Teams
Improving NPS is an Experience Problem, Not a Survey Problem
Most credit unions that ...
Jacob Simkovich
July 2, 2026 | 10 MIN READ
Retail
Building a Voice of Employee Program at Your Credit Union That Drives Change
The Connection Between Employee Voice and Member Experience
Credit union members notice wh...
Jacob Simkovich
July 2, 2026 | 10 MIN READ
Retail
When Customers Can’t Find What They’re Looking For: Fixing Product Discovery in Retail
Where Search Meets Sale: What Product Discovery Really Does For Retail
The gap between a sho...
Jacob Simkovich
June 8, 2026 | 10 MIN READ
Retail
Why Hospitals and Health Systems Need a Structured Framework to Maximize Feedback Surveys
Patient experience is one of the most tracked areas in healthcare today. HCAHPS (Hospital Con...
Jacob Simkovich
May 29, 2026 | 10 MIN READ
