Ever wondered how great it would be if customer can take control over the transaction to be allowed and the transaction to be blocked. It would not only be easy at the bank’s part but also would enhance customer loyalty & trust. Read on an Interesting dialogue between a banking customer and bank representative, where the customer wishes for a solution that empowers him like never before
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.
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.