A key priority for financial institutions is customer loyalty. So why aren't banks and other financial organizations realizing the full value of their customer experience programs? We believe that the answer is in the way the customer experience programs, which should drive results, are perceived, created and executed at those institutions.
To improve customer loyalty, and get the ROI that comes as a result of your time and commitment, you must do more than measure satisfaction levels.
Read Focus on Building, Not Measuring, Loyalty to learn more about improving customer experience and increasing customer loyalty.