Jessica Hatch, Senior Vice President of Client and Teammate Experience for Consumer and Business Credit and Debit Cards at SunTrust Bank, told Loyalty360 that the bank’s customers have changed significantly in the past several years.
“The way our clients communicate with us has changed dramatically over the last several years,” Hatch explained. “As we create our client journey maps, we explore all areas of communication. We must be strategic in phrasing our surveys. Clients are less willing to respond if....