Hannah Austen’s Post

Putting people at the forefront of your digital experience might feel like a contradiction, but innovative financial services brands like Frost Bank have cracked the coded on transforming their contact center to empower the people behind it. Check out this case study to see how the retail bank, ranked #1 in Customer Satisfaction for 15 years, manages digital transformation while keeping agent productivity and customers the priority:

🫢 Did you know that over 50% of consumers switch to a competitor after a single bad experience? If you're in the community banking sector, it's time to step up your customer experience game! 👥 Here are three essential tips for enhancing your community bank's customer experience: 1️⃣ Collect customer feedback regularly to understand their needs and preferences 2️⃣ Analyze customer behavior data to spot trends and areas of improvement 3️⃣ Ensure your marketing promises align with what you can actually deliver Want to give your customers an experience they won't forget? Check out our full blog post for more insights and tips 👉 https://lnkd.in/deV8r2xn #CustomerExperience #CommunityBanks #Banking #Retention #CustomerSatisfaction

🫢 Did you know that over 50% of consumers switch to a competitor after a single bad experience? If you're in the community banking sector, it's time to step up your customer experience game! 👥 Here are three essential tips for enhancing your community bank's customer experience: 1️⃣ Collect customer feedback regularly to understand their needs and preferences 2️⃣ Analyze customer behavior data to spot trends and areas of improvement 3️⃣ Ensure your marketing promises align with what you can actually deliver Want to give your customers an experience they won't forget? Check out our full blog post for more insights and tips👉 https://lnkd.in/deV8r2xn #CustomerExperience #CommunityBanks #Banking #Retention #CustomerSatisfaction

In today’s digital age, customer experience (CX) is the key differentiator for banks. Banks no longer compete solely on products and services but on how well they understand and engage their customers. This is where data analytics becomes a game-changer. Welcome to Performance Pulse: Banking & Analytics Insights - Week 4 Happy Wednesday, everyone! In our previous discussions, we’ve covered setting SMART goals and leveraging data analytics to drive performance. This week, we’ll explore using data analytics to enhance customer experience in banking. 𝗙𝗼𝗹𝗹𝗼𝘄 𝗺𝗲: Customer experience is not just about satisfaction; it’s about creating memorable interactions that foster loyalty and trust. Research shows that 86% of buyers are willing to pay more for a great customer experience. In banking, this translates to more engaged customers, lower churn rates, and increased lifetime value. 𝗨𝘀𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗗𝗮𝘁𝗮 𝘁𝗼 𝗜𝗺𝗽𝗿𝗼𝘃𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 Banks generate vast amounts of data daily—from transaction histories to customer feedback. Analyzing this data allows banks to gain deep insights into customer needs and preferences, enabling them to tailor services more effectively. Here’s how 📍Personalized Services: By analyzing transaction data, banks can offer personalized financial advice and products, such as suggesting relevant investment opportunities or loan options based on a customer’s financial behavior. 📍Proactive Issue Resolution: Data analytics can identify patterns that signal potential issues before they escalate. For example, if a customer frequently contacts support with complaints, predictive analytics can flag this, allowing proactive engagement to resolve the issue. 𝗖𝗮𝘀𝗲 𝗦𝘁𝘂𝗱𝗶𝗲𝘀 𝗮𝗻𝗱 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗦𝘁𝗼𝗿𝗶𝗲𝘀 1.     A Leading Global Bank: This bank leveraged data analytics to enhance their mobile banking app, by analyzing customer usage patterns and feedback. This led to a significant increase in app usage and customer satisfaction. 2.     A Major European Bank: By using sentiment analysis, this bank improved their understanding of customer pain points, leading to a 20% increase in customer satisfaction scores. 3.     A Well-Known U.S. Bank: This bank used customer segmentation to refine their marketing strategies, resulting in a 25% increase in campaign response rates. 𝗟𝗲𝘁’𝘀 𝗱𝗶𝘀𝗰𝘂𝘀𝘀: The intersection of data analytics and customer experience in banking is a dynamic and evolving field. How has your organization leveraged data to enhance customer experiences? What successes have you achieved or challenges faced? Share your thoughts and join the conversation in the comments below. Let’s learn and grow together in this journey to provide exceptional customer experiences through the power of data. Thank you for staying with me on this series. Please don’t miss next week’s post on Building a Data-Driven Culture. --------- Abigail Brown Data-driven Innovator

Is it surprising that great customer service is key to customer loyalty and retention? Isn't this the basics?🤔 Quality service creates more than transactions; it builds relationships. Findings confirm that, despite our digital era, customers seek the irreplaceable 'human touch'. Support, empathy, and connection - aspects technology can't replicate alone. Have customer service experiences influenced your choices? Contract Scotland #CustomerService #Banking #CustomerLoyalty

🌟 Exciting News! 🌟 We've just released a new blog post detailing our latest case study in the banking industry! 🏦 Dive into our deep analysis on measuring Customer Satisfaction & Brand Awareness. Click the link below to learn more! 📝 Read the full blog post here: https://bit.ly/3zXbS0x #CaseStudy #BankingIndustry #CustomerSatisfaction #BrandAwareness #Research #DataAnalysis #RMS #NewBlogPost

A recent survey shows a decline in consumer satisfaction with online-only banks. Key issues include problem resolution, debit card issues, and website/app satisfaction. Improve the customer experience by offering frictionless mobile banking experiences with Syniverse's Omnichannel Messaging CPaaS platform. #FinancialServices #DigitalExperience #CustomerExperience https://lnkd.in/ePhiGVTt

A recent survey shows a decline in consumer satisfaction with online-only banks. Key issues include problem resolution, debit card issues, and website/app satisfaction. Improve the customer experience by offering frictionless mobile banking experiences with Syniverse's Omnichannel Messaging CPaaS platform. #FinancialServices #DigitalExperience #CustomerExperience https://lnkd.in/gKc3GC3V

A recent survey shows a decline in consumer satisfaction with online-only banks. Key issues include problem resolution, debit card issues, and website/app satisfaction. Improve the customer experience by offering frictionless mobile banking experiences with Syniverse's Omnichannel Messaging CPaaS platform. #FinancialServices #DigitalExperience #CustomerExperience https://lnkd.in/esPznSNp

Banking customers naturally expect high levels of customer service - and in the digital age customer expectations for service standards from banks have never been higher. Today we look at 7 key customer experience trends. https://lnkd.in/eR3Zjwkq