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.
The battle for customer loyalty isn’t just about digital vs. brick-and-mortar; it’s about customer engagement and delight. Perhaps unsurprisingly, some of the best examples for how to engage customers comes from popular retailers. What can financial institutions learn from the likes of Nordstrom and Casper about customer engagement?