How do you keep your employees focused on continually improving the service they provide to each and every client? For H&R Block’s Retail Tax group, the answer is to break it down and focus on improving each step of the experience throughout the customer journey.
Partnering with Medallia to shift their CX approach, H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response, in order to focus their 70,000+ advisors and staff on providing each client with the best experience possible.
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