H&R Block will expand its current Voice of the Customer (VoC) program. They aim of this expansion is to gain deeper insights across critical moments in the customer journey and thereby improve the digital experiences for customers.
To enable this expansion, they are deploying InMoments XI platform to gather solicited and unsolicited feedback as well as using text analytics data. H&R Block is committed to differentiating itself by deep-diving into each customer’s experience along the process of preparing taxes. In an evolving, digital-first world, customer expectations are rapidly changing and H&R Block plans to push industry boundaries and proactively meet customer’s needs.
“Our primary goal is to provide the very best customer experience possible on every visit,” said Brodie Dixon, H&R Block managing director. “Whether you visit one of our stores, or engage our digital services, we believe a strategic differentiator is our focus on continual experience improvement.”