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The Harte Hanks Blog

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

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.

Meet Karen Puckett, Harte Hanks’ New President and CEO

karen puckett[1]Six years ago, when I first started working with Harte Hanks as a board director, I was impressed by the company’s commitment to creating smarter customer interactions. Since 2009, Harte Hanks has grown in impressive and necessary ways to stay at the forefront of both the marketing services industry and the digital evolution. We have grown our customer base across technology, financial services, healthcare and retail. We acquired 3Q Digital in March of this year to expand our digital offerings across SEM, mobile marketing and paid social. And through every important achievement, we have kept our focus on the aspects that matter most – our strong customer relationships and our talented employees.

I was delighted to be named Harte Hanks’ new President and Chief Executive Officer on September 14. I’ve learned a lot through my 15-year tenure at CenturyLink, where I helped grow the company into an industry leader in telecom, cloud and managed services. Much of that expertise will be applicable to growing our business and further expanding our capabilities and meeting clients’ needs.

We are in the midst of an exciting time at Harte Hanks. More so than ever before, companies across a myriad of industries are looking to data to drive their marketing strategies and to guide customer engagements in meaningful, memorable and interactive ways. According to Forrester Research, 76 percent of organizations list “improving the experience of our customers” at the top of their business priorities, ahead of growing revenue and reducing costs. Customer-centric business and marketing strategies are growing in importance, and with our heritage in delivering valuable customer interactions, we are in an ideal spot to help our clients reshape their business models to embrace customer centricity.

At Harte Hanks, data analytics and customer insights are in our DNA – it runs through our veins. And we will continue to deliver innovative, leading products that leverage those data analytics. We have a strong track record of enabling smarter customer interactions and an even stronger upcoming product roadmap to enable our clients to break through the noise across all channels and build brand loyalty.

It is an honor to lead Harte Hanks in this next chapter of growth and industry leadership. We are well positioned to shape the future of smarter customer interactions, and it all starts with continuing to build and motivate the team of talented individuals here at Harte Hanks.

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