Don’t Let Customer Experience Take a Back Seat
With COVID-19 dictating how much of our business and social lives work, it’s easy to throw in the towel on any plans you had and simply try to stay afloat. In some ways, this is good. You should be flexible enough to sense market forces, adjust and potentially preserve capital during uncertainty. However, now is […]
Be Flexible to Support Your Customer
Flexibility is not only appreciated, but demanded of businesses and consumers alike during COVID-19. Most individuals are seeing their lives drastically changed and are being forced to adapt. As a financial institution you should work to support your customers by adjusting to their new behaviors, aiding them through new processes and being a valuable and […]
Guiding Through Uncertainty
Brands are defined by how they’re able to serve their customers during times of trouble and uncertainty. A financial institution that creates a meaningful relationship during a time when a customer is stressed or anxious about their financial future is able to transcend the typical business-customer relationship and become a more meaningful partner in that […]
Customer Listening: A CX Plan
When directors and executives think about customer experience for their financial institutions, old cliches may come to mind. Images of customers smiling, staff giving an exceptional level of service, and good old fashioned hard work all feel relevant. The reality is that a customer experience strategy challenges the most fundamental assumption most financial institutions (and […]
Creating Human Moments In Customer Experience
When directors and executives of financial institutions think about improving customer experience, it’s easy to want to “throw technology” at customers. The concept of new and improved tech features sounds appealing, and decision-makers are constantly told about new ways they need to keep up with innovative new technology. However, tech alone isn’t the answer. Instead, […]
Customer Anticipation: Banking Customer Experience in 2020
Historically, financial institutions have been reactionary or synergistic with customer actions and needs. If a customer needs a new loan, a bank or credit union will provide a customized, competitive offer. If a customer overdrafts, a bank may transition money into their account to notify them of the overdraft after it happens. However, in the […]
