Gather and Use Custom Research Insight to Improve CX
Custom Research Studies from Harland Clarke helps you plan, implement and deliver a custom research program that fits your...
How To Create A Successful Customer Experience Strategy
A true voice of the customer strategy is a multi-faceted process focused on understanding the customer experience via actionable...
Better Customer Service Means Increased Retention and Reduced Attrition for Mid-Size Bank
A financial institution looking to looking to build a superior and consistent in-brand customer experience adopted Voice of the...
Voice of the Customer Helps Bank Deliver Best-In-Class Service “All Day Long!”
BrandBank named their superior service initiative “Brand Strong” and their rallying cry of “Brand Strong, All Day Long!” voiced...
When It Comes to Account Holder Satisfaction, NPS Isn’t the Only Question
While it’s a great tool for benchmarking customer satisfaction, NPS does not provide comprehensive data; it’s only one component...
When It Comes to Customer Satisfaction – Beware of the DIY Approach
I don’t have to tell you that an effective voice of the customer program is not the same as...
How to Turn Customer Feedback into Higher Revenue
One of the great things about customer experience metrics is that scores can be compared against revenue. When scores...
Determining CX KPI’s: 7 Rules to Follow
One of the key questions that managers grapple with is determining which key performance indicators (KPI’s) to measure, and...