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.
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...
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.