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 process whose focus it to understand the customer experience via actionable data and analysis on multiple levels.
In this webcast, we explore those levels, in addition to:
- Customer experience: perception vs. reality
- Quality survey methodology
- Beneficial benchmarking data
- Insight from key driver analysis
- Performance improvement assessments