Customer feedback is an important piece of the customer experience, according to Michele Kertzie, First Niagara Customer Experience Director.
“It is the only way to truly know if the changes we make to improve the customer experience are doing just that,” Kertzie told Loyalty360. “Our customers are very vocal, and given the chance will gladly provide us with feedback on every interaction they have with First Niagara. We just need to provide them with the venue to make those suggestions and, most important, listen and....