First Merchants Corporation’s Post

When CX goes not just wrong but sideways as well! I recently had an interaction with my bank.... not my primary bank. The interactions at the branch are always good but they have some operational issues that continue to create a negative CX experience. Throughout my dealings with them I frequently ran into situations in which I had to spend considerable time working through a solution to a simple problem. So a few weeks ago I had a simple transaction at the branch and was sent a request to fill out a survey. I indicated while the interaction was good, the operational issues result in problems for me. A few days later I received a call from the new bank manager, who after a long conversation that she carefully managed asked if I would mind not receiving surveys in the future as there was nothing they could do to fix the problems. So.... read between the lines .. new branch manager looking to improve results (survey).    Punch line-If we don't have his survey results our numbers will go up.  So if you can't improve the service, just go sideways and get rid of the lower scores to show better results!  

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The face of the 'high street' continues to evolve, influenced by customer expectations and other social and economic factors and trends. What does this mean for financial services providers and their branch network? It's a fact that for many consumers, even those who are 'digitally savvy', the bank branch remains an important channel when they want to engage with a financial services organisation, so we're enabling #CXAutomation to empower organisations with new ways to elevate customer/member experience and improve outcomes for everyone.

Bank Branches Are Still a Vital Channel: · 45% of Gen Z won’t open an account at a branchless bank · 21% of consumers research new products by visiting the branch · 37% of consumers close new accounts in branches. Learn how you can improve CX in your branches. Watch the video: Choreographing the Branch Customer Experience. https://lnkd.in/gSjywY3A

Looking back at my blue and green days, the ceo often would ask in townhalls, who was “customer facing” in the room. Usually only the RMs, branch managers or contact centre colleagues would raise their hands. Then he would correct us and say everybody should be customer facing, including middle and back office teams. Ironically, banking, as a service industry have seldom “promoted” service per se. We have been shy probably, because the industry net promoter score has for years been negative such is the high expectation of banking customers and the complexity of getting it right. We are therefore, extremely proud we “turned positive” and ranked #1 in NPS. This campaign is a celebration of the achievements across the front, middle and back office teams and not being complacent, how we continuously embrace customer centricity as our core value. Our key visual features our real colleagues, and the videos are genuine moments based on the stories from our people and from our customers. From our smart seniors introducing the mobile lite app to our silver generation, to our contact centre helping customers avoiding scam, to our best-in-class designed mobile app for the visually impaired and instant global payments to your loved ones, we take that extra step. Nothing less, that’s the #HSBCway #滙豐道 Brian Hui Kristie Cheung Anna Patricia Chua Charlie Liu Kauri C. Amy Leung Emily Yuen

BAI research shows that Gen Z has the lowest net promoter scores (NPS) of all generations who bank. NPS is one of the most important loyalty metrics. They found that Gen Z feels that many banking experiences lack convenience. Convenience in digital experiences is more important than ever - and it’s becoming even more important as Gen Z begins to grow their wealth. This generation prefers digital channels, but these have to be super convenient and easy to use. It’s not enough to just have an app. Things like opening a new account should be simple, and banks will lose Gen Z customers if it’s not a convenient experience. Banks that learn to create a turnkey digital experience will attract and retain more customers as more of Gen Z enter the workforce.

🌟 Celebrating Empathy and Exceptional Customer Service! 🌟 Hello LinkedIn community! 👋 I recently had a deeply impactful interaction with a customer that truly showcased the transformative power of genuine connection and compassionate customer service. In the course of our conversation, this incredible individual courageously shared her struggle with financial abuse, a situation that had left her in a distressing state, even being forced out of her home. As a Customer Experience Advisor at Santander, I recognized that this moment demanded more than just transactional assistance. It called for a genuine human connection and a proactive effort to positively impact her day. Beyond the conventional norms of customer service, I relied on open body language and empathetic skills to build immediate rapport in our first interaction. What made this interaction particularly challenging was that the customer, an elderly person, didn't have her debit card or any ID. This situation could have limited the information I could provide. Adhering to banking guidelines, I navigated these challenges delicately, ensuring her privacy while still creating an environment where she felt comfortable sharing her concerns. The most rewarding aspect was receiving her heartfelt gratitude, evident not only in her words but also in the positive feedback she shared on the survey link. This experience underscores the significance of empathetic customer service—it's about making customers feel heard, valued, and supported on a human level. This aligns seamlessly with the skills I've honed throughout my academic journey and professional experiences. As a recent graduate with a Master's degree in Engineering Management, I've not only developed a keen eye for detail but also cultivated excellent communication skills. My ability to adapt and thrive in challenging environments, as reflected in my varied professional roles, adds an extra layer to my customer service approach. I'm proud to share that this exceptional interaction didn't go unnoticed. I was recognized by the regional manager for my commitment to providing compassionate support, navigating challenges with empathy, and adhering to banking guidelines. This experience reaffirms my dedication to making a positive impact, not just in my role but in the lives of the individuals I serve. If you're seeking a professional who not only possesses customer service expertise but also understands the transformative power of genuine human connection, let's connect. I'm eager for new opportunities where I can bring empathy and excellence to the forefront! 🚀 #CustomerService #EmpathyInAction #PositiveImpact #NewOpportunities

🤖 In today's #AI-driven and automated world, contact centre agents face increasingly complex demands. 🤷♂️ So how can you enable them to perform at their best and consistently deliver exceptional service to customers, all while optimising the bottom line? 🎬 Hear from Simon Separghan, former Managing Director of Customer Experience at NatWest, as he provides advice on how to balance the cost to serve with #agentwellbeing. 👉 Find out more at https://hubs.ly/Q02FNP9m0

In customer experience, you're addressing three key dimensions: Physical, Mental, and Emotional Experiences of a customer. Each plays a crucial role when customers have a delightful experience at a branch. By understanding and enhancing these experiences, we can significantly elevate our bank's services, strengthen our reputation, and amplify our brand's voice. The quality of our services now speaks volumes about who we are. Had an incredible session at L&D focused on elevating customer experience for our new hires and the latest batch of relationship managers at HBL. The session was both insightful and engaging, with participants leaving motivated to deliver exceptional, "wow" services to our customers every day. #CustomerExperience #LearningAndDevelopment #HBL #WowServices #RelationshipManagement #ContinuousImprovement #CustomerExperience #BrandReputation #ServiceExcellence #Banking #CXStrategy

Bank loyalty is earned through understanding and addressing customer pain points. High fees and lack of personalization are significant barriers, and brands that fail to recognize and act on these issues risk losing their customers. My experience is a testament to the fact that there’s no loyalty when it comes to money—unless you prioritize your customers’ needs. https://wix.to/iIM2vAA #BankingCX #CustomerNeeds #WhatGoodCXLooksLike #Loyalty