Gartner Research

Identifying Policies that Hurt Customer Effort (Ameriprise Financial)

Published: 21 April 2017

ID: G00340750

Analyst(s): Customer Experience Research Team

Summary

To identify the company policies that hurt the customer service experience, Ameriprise developed a simple tracking program for staff to log occasions when a policy forces them to say “no” to customers. Leaders then use that data to remove policy barriers and improve the customer experience.

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