Optimizing the ROI of Customer Satisfaction

Do you understand the connection between customer satisfaction and financial performance?

In case you missed our J.D. Power and Associates complimentary webcast last week, we examined how the links between customer experience and business results – and their drivers – vary by product.

We explored the revenue drivers in retail banking, credit card and mortgage, and revealed answers to some of the most frequently asked ROI questions like:

  • What is the impact of problem reduction on costs?
  • What are the biggest reasons for attrition, and what can you do to avoid it?
  • What is the relationship between satisfaction and switching?
  • What improvements in satisfaction will have the biggest impacts on share of wallet and retention?

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