Customer Experience: Beyond the Net Promoter Score

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.

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.

The instant accessibility digital technology provides has forever changed the customer experience landscape. From answering account holder complaints via social, to a fast and efficient contact center, to converting traditionally in-person services into mobile technologies - here are the new “game changers” for customer experience.