𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐚𝐧𝐝 𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐒𝐡𝐨𝐮𝐥𝐝 𝐓𝐨𝐩 𝐁𝐚𝐧𝐤𝐬 𝐏𝐫𝐢𝐨𝐫𝐢𝐭𝐲
Consumers are acting on behaviors formed during the pandemic, especially as it relates to digital means of operation and communication, and banking is an area that they will look to for consistency and ease as they continue to navigate through the massive shift to the digital world.
Here is what banks should consider:
𝟭. The digital experience needs to be personalized. While digital usage is a positive for banks, customers are looking for the right balance. They want transactions to be seamless, consistent, simple, and stress-free. But when they are looking for advice and guidance around more complex financial events, most customers still want the human touch. At the end of the day, the customer’s ultimate goal is to be able to complete a desired transaction in the easiest, simplest way and to reach a human when they need one. Financial institutions are in a unique position to be able to provide the means for customers to achieve this, by combining frictionless digital experiences with appropriate access to human channels.
𝟮. Employee and customer experience collaboration is essential for improved results. It’s no secret that employees are a wealth of information, especially when it relates to the customer experience. Given their proximity to those they assist, they generally understand what’s working and what’s not, and can frequently pinpoint the underlying policies and procedures that cause friction. Banks should use employee insights both to improve the customer and the employee experience. The ability to use employee insights to understand and fix customer pain points, identify innovation opportunities, and make employee experiences better, gives organizations ammunition to provide additional resources and care for their employees, and the ability for employees to translate that care back to the customer.
𝟯. Creating a holistic experience will help financial institutions work across different channels. The trick is in connecting and understanding the signals that customers are sending across all data sources, and making what can seem to be an overwhelming volume of information actionable. Done right, successful institutions will set themselves apart, ultimately bringing new and unique perspectives to digital banking and uncovering fresh opportunities for success.
Digital Transformation is here. The banks that will win are those that can embrace the opportunity, constantly listening to what customers and employees are saying across a wide signal field and taking action to create better experiences, and increased trust and loyalty.
Does your organization know how to do it? If not, you can schedule a meeting with me. You’ll find the link in my profile.
#digitaltransformation #customerexperience #employeeexperience #digitalbanking #financialservices
Director de Aprendizaje y Desarrollo | Transformador de la Cultura Organizacional a través del Aprendizaje Digital | Enfoque en el Crecimiento y Desarrollo de Talento en Empresas Globales
2 semanasExcelente entrevista! La hiperpersonalización es el futuro de la banca, y es inspirador ver cómo bineo pone a los clientes en el centro de su estrategia. La capacidad de evolucionar y adaptar productos basados en las necesidades reales de los usuarios es lo que marca la diferencia en un mercado tan competido.