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.

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?

The contact center has become more than just a place for your account holders to call when they have issues or questions. It has become a critical element of your financial institution’s success.