Guest blogger John Berigan from Customer Service Profiles shares his thoughts on the ROI of customer experience research and why happy customers don’t leave.
One of the great things about customer experience metrics is that scores can be compared against revenue. When scores improve in a channel, like in-store customer experience, Institutions see a higher trend of sales, higher average purchase values and higher first-time customer acquisition.
Many financial institutions want to improve the customer experience. But how many are taking the necessary steps to do so? A true voice of the customer strategy includes a multi-faceted...