Banking & Financial Services can Create opportunities for up-sell and cross sell of products. They can build loyalty and trust with their customers by creating an experience that delights customers. Customer satisfaction level that exceeds 90% can translate into higher rates of customer retention, more loyal customers, and consequently more revenue growth.So how do you amp up your brand and make it stand out to the luxury customer?
Importance of Customer Experience in the Finance Sector:
Customer experience and customer loyalty are strongly related to each other. Majority of financial firms avoid giving any thought to customer experience. Instead, they give priority to regulatory compliance and financial products and services. However, when it comes to factors that can help gain and retain customers, providing excellent customer service is at the very top of the list. The only point most firms fail to understand. However, the problem is over the years finance sector has become more and more competitive in terms of product offerings and services. Even customers stand confused to make a choice with every other financial firm offering almost the same service in the market.
Financial Firms have to improve management of customer expectations, and in order to do that financial services will need to address their shortcomings in three main areas:
1- Focus on Improving Customer Experience.
2- Focus on Meeting Customer Needs.
3- Train Employees to Serve Customers Better.
Having immediate access to data in real time, employees can easily quantify the needs of the customer in relation to past experience in order to come up with effective solutions and better the customer experience journey.
How Customer experience HELP?
Consumers nowadays are looking for more flexible options to access their accounts online and transact at their ease. With detailed customer profile, firms are able to connect to their users at various touch points. Be it web or app, data collected and analyzed from these sources provides insights to users interests and activities.
This helps firms provide more personalized banking experience to their customers which can in turn drive retention, more user engagement and cross selling of potential solutions.
Feedback collected from various sources can also help the front-line staff gain first hand visibility to customer problems and sentiments. Since all information about a customer is available to them through multiple channels but reported into one dashboard, they will be able to help customers better.
NBD-Business Solution for Banking & Financial Services:
For banks that constantly aim to exceed their clients’ expectations, customer experience management solution can help improve their client satisfaction scores and in turn increase brand value. NBD-Business, can make a world of a difference for financial services that seek to deliver best-in-class customer experience. It can help banks and other financial institutions achieve their goals:
1- We Align each aspect of bank transaction and activities to the unique needs of clients.
2- Empower employees by providing them with the right tools to serve customers better.
3- Making customer centricity a part of the business.
4- Make transactions more personal and smooth.