Customer experience (CX) is more than just an industry buzzword—it’s transforming customer service for today’s financial services companies. Banks face more competition than ever and, as such, must leverage every edge available. Better customer service boosts retention by getting more customers excited about money management—reducing churn rates and improving customer satisfaction. Over time, these changes help improve your net promoter score (NPS) and pull in more customers, who stick around longer and use more of your services.
If doing the same old thing isn’t bringing the results it used to, take a closer look at your customer’s journey to uncover new opportunities to connect with customers. Customer service today must consider each customer interaction, in-person branch visit, phone call, and online touchpoint to find new ways to meet customer needs, integrate customer feedback, and provide better customer service.
If you’re looking for ways to improve your bank’s customer service, consider implementing the following improvements.
1. Customize and Personalize Your Advice
Thanks to analytics, you can offer customers more engaging, customized information along with personalized, actionable advice that’s relevant to their needs.
In retail banking and wealth management, analytical tools may be used to support your other efforts at improving the customer experience. What’s more, your organization will be recognized by customers for thinking ahead and using digital experiences in powerful, transformative ways.
2. Deliver Real-Time Information
Markets change quickly and your customers are always on the move, too. Real-time data flows make it easier to stay on top of these changes.
Investors are concerned with even the smallest fluctuations. Real-time data augments what advisers are able to do for wealth management customers.
Real-time data even provides advantages for retail banking. Show your team what customers are up to, for instance, when they call your service desk for help.
3. Make a Great First Impression
Inefficient, paper-based processes turn away customers. Streamlining your onboarding process by taking it online will have a big impact on customer acquisition. For one thing, this is a touchpoint you have with every customer. Further, since it’s often the very first interaction new customers have with your organization, it makes sense to prioritize improving the experience as it may represent your best, simplest means of ensuring lasting customer loyalty.
Great Digital Customer Experiences Will Transform Your Bank
The right digital customer engagement strategy lets you dramatically expand your customer reach and retention, with the added benefit of delighting your existing customers. Improving your customer experience at every touchpoint provides a valuable opportunity to set your bank apart from the competition and reduce churn from the very first customer touchpoint.
By meeting your customers where they are and anticipating their needs, your organization will engage more consumers and improve customer service as a whole. Even small, simple steps towards giving greater consideration to the customer journey can give a big boost to your organization.
So, what’s the easiest way to determine if your financial services organization has what it takes to provide the complete digital experience–one that sets you apart, maintains a competitive edge and turns customers into passionate fans? Simple, kickstart it! Our helps you develop the perfect digital self-service solution to deepen engagement and make every experience remarkable…in just three weeks.
Sr. Mobile Strategist at Propelics