Employing a customer experience strategy in a bank without having customer analytics in place is incomplete in itself. A good customer analytics solution can not only benefit the bank in terms of improved customer loyalty but also help the bank steer way ahead of its competition.
To help you keep up-to-date with the rise in consumer and employee adoption of mobile and its impact on mobile banking services, we created an infographic. It highlights facts on how enterprise mobility affects the productivity of the employees and why is it is imperative for banks to be aggressive adopt innovative mobile apps that not only appeals to the customers but also makes employees’ lives easier.
Introducing Paperless Branch Banking! Paperless branch banking lets your branches go green by replacing the usage of paper with the use of tablets. Imagine a bank where the customer walks up to a teller counter and the entire transaction happens over two screens – one at the customer end and the other at the tellers end and transactions are carried across screens and not on paper!
As the CEO of a large financial institution what would be the one thing that you would monitor that would be a litmus test of how well your company is living up to the core values you have set for yourself. Ever wondered what your peers like American Express, USAA, Vanguard, Westpac etc. monitor to find the same. The Infographic provided in the blogpost explains Net Promoter Score , a customer loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business.
Communication to customer across channels should be consistent. For example, imagine the irony when a customer has a service issue, is agitated and has lodged a complaint, he receives a call from the Inside Sales team regarding a banking product sale. Hence, it is important to avoid disconnected and impersonal marketing campaigns to avoid customer churn which has become a major problem in banks today. Curing churn is possible with the help of right technology, active involvement of all the stakeholders across functions in fighting against the identified churn root causes, and an organizational level strategy to prioritizing excellent customer experience above anything else.
t doesn’t really take a genius to figure out that the entire banking industry is shifting from its traditional channel of branch based banking to newer channels like online, mobile etc. With 1 in every 4 internet users accessing banking online, customer experience is undergoing a dramatic paradigm shift. The entire thought process on how to approach customer experience management now needs to incorporate the fact that that alternate channels of banking are becoming the new primary banking channels. Banks which are aware of this shift will be able to continually delight their customers.