Customer InsightGather and Use Custom Research Insight to Improve CXBrochureFEBRUARY 25, 2021Custom Research Studies from Harland Clarke helps you plan, implement and deliver a custom research program that fits your...
Customer InsightHow To Create A Successful Customer Experience StrategyArticleDECEMBER 8, 2020 A true voice of the customer strategy is a multi-faceted process focused on understanding the customer experience via actionable...
Data & AnalyticsBetter Customer Service Means Increased Retention and Reduced Attrition for Mid-Size BankCase StudyAPRIL 10, 2020A financial institution looking to looking to build a superior and consistent in-brand customer experience adopted Voice of the...
Customer InsightVoice of the Customer Helps Bank Deliver Best-In-Class Service “All Day Long!”Case Study, Client Stories, VideoNOVEMBER 29, 2018BrandBank named their superior service initiative “Brand Strong” and their rallying cry of “Brand Strong, All Day Long!” voiced...
Data & AnalyticsWhen It Comes to Account Holder Satisfaction, NPS Isn’t the Only QuestionBlogNOVEMBER 21, 2017While it’s a great tool for benchmarking customer satisfaction, NPS does not provide comprehensive data; it’s only one component...
Data & AnalyticsWhen It Comes to Customer Satisfaction – Beware of the DIY ApproachBlogOCTOBER 31, 2017I don’t have to tell you that an effective voice of the customer program is not the same as...
Data & AnalyticsHow to Turn Customer Feedback into Higher RevenueBlogOCTOBER 25, 2017One of the great things about customer experience metrics is that scores can be compared against revenue. When scores...
Data & AnalyticsDetermining CX KPI’s: 7 Rules to FollowBlogOCTOBER 2, 2017One of the key questions that managers grapple with is determining which key performance indicators (KPI’s) to measure, and...