Ronald Francis

Customer Experience
Why Mobile Banking Adoption Stalls After Download
A download is the easiest number to celebrate, and one of the least useful. Marketing drives in...
Ronald Francis
September 8, 2026 | 12 MIN READ
Customer Experience
Digital Concierge and Issue Resolution: How Hotels Close the In-Stay Loop
Hotel and hospitality brands have spent years making the guest experience more convenient, and ...
Ronald Francis
August 14, 2026 | 12 MIN READ
Customer Experience
The Feedback Paradox: Why Loyal Customers Demand More
Most customer experience programs rest on a comforting assumption. Listen to customers, act on ...
Ronald Francis
August 26, 2026 | 12 MIN READ
Customer Experience
Cost Transparency in Healthcare: Why Pre-Service Financial Clarity is its Own Discipline
Imagine a patient weighing a planned procedure. They have an estimate from the portal, a cove...
Ronald Francis
July 21, 2026 | 12 MIN READ
Customer Experience
Hotel Check-In Experience: Speed and Personalization Without Trade-Offs
Picture this; Two guests arrive at the same hotel within ten minutes of each other. Both have ...
Ronald Francis
July 2, 2026 | 12 MIN READ
Customer Experience
The Personalization Gap: Why Retail Recommendations Fall Short
Introduction Picture this: a returning customer logs into a retail site they visit regularly...
Ronald Francis
June 26, 2026 | 12 MIN READ
Customer Experience
Communication Clarity and Brand Uniformity in the Pre-stay Window
The Email that Nobody Wrote Picture this; A guest books a luxury suite on a hotel webs...
Ronald Francis
June 23, 2026 | 12 MIN READ
Customer Experience
Where The Guest Experience Really Begins
A Booking that Almost Did Not Happen It is 11 p.m. on a Tuesday and a traveler is on your h...
Ronald Francis
June 18, 2026 | 12 MIN READ
Customer Experience
CES Survey for Your Credit Union: Why Effort is the Metric NPS Misses
Why Effort Matters as Much as Satisfaction Credit unions in the US have mostly measured ...
Ronald Francis
June 12, 2026 | 12 MIN READ
Customer Experience
What is a Good NPS Score for Credit Union Benchmarking: A Practical Guide
Most credit unions perform well on NPS, with strong programs typically landing between 50 and 7...
Ronald Francis
June 11, 2026 | 12 MIN READ
✖
Cookies Preference
Strictly Necessary
Authenticates appropriate use, prevents fraudulent use, and provides security to visitors
Functional
Tracks and remembers your preferences and helps us to improve our site based on visitor use
Analytics and Advertising
Tracks and analyzes your use of the site and serves communication and marketing ads
Save my preferences Accept All
GDPR_Seal Hipaa_Compliant AICPA_SOC ISO_Seal
TRUSTe
To help us better understand your use of our site and to display relevant content and ads, we use our own and third-party cookies. You may accept all cookies and continue to browse or change your cookie preferences. Cookie policy.