Client Satisfaction and Smarter Customer Interactions: The Heart and Soul of Harte Hanks

November 6, 2015 Karen Puckett

HarteHanks-Recap-Post_000038375460It’s been almost two months since I took the role of President & CEO of Harte Hanks. In that time, I’ve had the pleasure of visiting our clients in Philadelphia, Burlington and San Francisco, amongst other locations. That’s one of my favorite parts of the job – talking to Harte Hanks customers, hearing firsthand about their successes and challenges, and coming back to our skilled team here to strategize innovative ways to solve their challenges, propel their successes and create smarter customer interactions.

Client satisfaction has always been and remains to be one of our top priorities at Harte Hanks, and it is my priority as CEO to see our clients succeed by providing value at every touch point. As a leader in enabling smarter customer interactions, we know that it all starts with being a trusted partner.

On our third-quarter earnings call this week, we outlined some of the areas of focus for the coming year, and I’d like to share them with all of you. In the next year, Harte Hanks will:

  1. Continuously improve client services. Our number one promise is to enhance the quality and integrity of our client commitments. Through a measured approach of accountability and promise-based management, we will continue to strengthen our account teams and delivery. From my various conversations over the past several weeks, it is clear to me that our customers depend on our multichannel services and believe in what we do. Exceeding their expectations through a trusted partnership, thought leadership and innovative new capabilities is how we will take Harte Hanks to the next level as a Company.
  1. Establish Harte Hanks leadership in smarter customer interactions through strategic GTM programs. It’s no surprise to anyone – especially our clients – that the digital marketing industry is continuously evolving. We see a particular area of need in the mid-market space to growth multi-channel customer content strategies. As a strong strategic partner that can offer advice as well as the latest product innovation and technology, our goal is to help these clients take their myriad data and translate it to insightful analytics into customer behavior for optimal marketing engagement.
  1. Introduce innovative new products to help clients connect with their customers. Innovation remains a major priority for Harte Hanks, particularly for big data and interactive capabilities. I’m pleased to say you’ve seen some of this in action this past quarter with the introduction of Total Customer Discovery, a solution that provides holistic profiles of customers across channels and devices, and Data Refinery, a standalone platform-as-a-service (Paas) to quickly and seamlessly tap into customer data in near real-time. Stay tuned – you’ll be seeing more market-moving products across data quality, cloud and self-service, through both organic growth and acquisition in 2016.

Leadership changes and organizational restructuring can be unsettling and difficult at times, and Harte Hanks is going through a period of transition right now. The bottom line is that our customers will always come first, and we will continually be looking at ways to improve and add value. There’s a lot to be excited about at Harte Hanks and a lot to be done. Here’s to the next quarter of client successes, strategic partnerships and smarter customer interactions.

About the Author

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