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Voice of the Customer Program Results in New Accounts, Deposit Growth, and Increased Wallet Share

BrandBank named their superior service initiative “Brand Strong” and their rallying cry of “Brand Strong, All Day Long!” voiced BrandBank’s service standards and expectations for both teammate-to-customer and teammate-to-teammate interactions.

In their pursuit of service excellence, BrandBank realized the internal handling of customer satisfaction data was problematic. The data amassed using in-house DYI survey tools was unwieldy and unactionable. Additionally, BrandBank had to overcome internal questions about customer service’s impact on the bottom line.

In Voice of the Customer, BrandBank found a solution to transform customer experience data into actions that would produce significant sales results.

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Harland Clarke Corp. is a leading provider of best-in-class integrated payment solutions and marketing services, serving multiple industries including financial services, retail, healthcare, insurance, and telecommunications.

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