A regional bank in the southern U.S. utilized Voice of the Customer, Powered by CSP, to identify the key drivers of the customer experience. Two years after implementation, the bank enjoyed significant improvement in Net Promoter Score (NPS), loyalty and customer advocacy.Read the case study
Account holder data needs to be both actionable and all-inclusive. Surveys aren’t enough. Andrew Huber explains how Harland Clarke’s “bottom up” approach leads to account holder insight that directly impacts business performance.
I don’t have to tell you that an effective voice of the customer program is not the same as painting the bathroom. It’s not a one-off project, but a long-term strategy whose goal is to improve how an account holder experiences all aspects of your financial institution, enhancing customer satisfaction and value over time.
There can be a big disconnect between the customer experience that financial institutions think they’re providing vs. the experience account holders are receiving. How can banks and credit unions stay competitive and deliver an outstanding customer experience?