What Really Matters - Improving the Customer Experience at Financial Institutions
One of the worst things you can have from a customer experience point of view is have leadership that "knows" what customers want, says Darin Phillips Vice President of Customer Experience at Bayview Loan Servicing. In this Process Perspectives podcast, Darin details explains how most companies have recognized the importance of improving the customer experience in an age where consumers can easily take their money elsewhere, discusses techniques for understanding what your customer really thin...
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