In today’s competitive banking industry, providing a top-notch customer experience (CX) is essential for attracting and retaining customers.
With so many options available, it’s important for banks to upgrade their services and stand out from the crowd. But how can banks elevate their CX and provide a truly exceptional experience for their customers?
From leveraging technology to enhance CX and personalizing communication with data-driven insights to prioritizing convenience and designing a customer-centric experience, these ideas will help banks stand out and thrive in the crowded market.
In this blog post, we’ll explore 7 strategies for improving CX in the banking industry:
Leverage technology to enhance CX
Mobile banking apps and online banking platforms are digital banking technologies that offer convenient and personalized services to their customers. Research shows that personalization at scale drives between 5 and 15% revenue growth for companies in the financial services sectors.
The digitalization of banks makes banking operations simpler and offered excellent customer service. Customer care scripts, for instance, can be efficiently managed and deployed through these digital channels. The technology enables banks to gather accurate customer behavior and preferences data, which can be used to deliver targeted programs, relevant communications, and recommendations. By leveraging technology to enhance CX using a knowledge management platform, banks are outshining customer satisfaction and loyalty.
Personalize communication with data-driven insights
Consumers expect companies to understand their unique needs and preferences. Research shows that 72% of consumers expect personalized communication, and 66% are willing to switch brands if they feel like they’re being treated like a number.
Banks use the collected data-driven insights within their knowledge base software system to deliver targeted programs and communications to improve CX and customer loyalty. Here are some ideas for what kind of data to include:
- Customer preferences
- Transaction history
- Demographic information
By analyzing this data, banks can identify patterns and trends and use this information to deliver personalized communication that meets customer expectations.
Prioritise convenience in all aspects of banking
Banks can improve CX, and drive loyalty and retention by prioritizing convenience in all aspects of their operations. Here are some strategies for making banking more convenient for customers:
- Offer extended hours or multiple channels for accessing services.
- Streamline processes and reduce errors or delays.
- Focus on convenience in all aspects of banking.
Research data shows that simplicity drives revenues, with 55% of consumers willing to pay more for simpler experiences. This means that banks have an opportunity to differentiate themselves and stand out in a crowded market by offering a convenient, streamlined banking experience.
Put Customers First
The finance industry has experienced a period of disruption due to the rise of Fintech companies. According to the research, it shows 75% of finance sector companies surveyed by KPMG identified changing customer needs as the key area where disruptive Fintech companies have been challenging traditional finance businesses.
Banks are adopting a customer-centric approach to CX design to succeed in this competitive environment. This means taking the time to understand customer needs, preferences, and pain points and using this information to inform the design of products, services, and experiences.
By prioritizing customer needs and preferences, banks can create a better experience for customers and differentiate themselves in the market. A customer-centric approach is key to achieving this goal and staying ahead of the curve in the finance industry.
Stay Ahead of the Game
According to new research conducted on banks after the COVID-19 pandemic, more than half of those surveyed (58%) said their customer service expectations are higher today than they were a year ago. This shows that customer service expectations are on the rise, and it’s crucial for banks to introduce the required services.
To meet rising customer service expectations, banks must focus on delivering an exceptional experience for customers. This means banks should focus on being responsive, proactive, and customer-centric. Banks can build customer loyalty and drive retention by focusing on customer service. Meeting customer service expectations are crucial for success in banking. Banks can stand out and thrive exceptionally by staying ahead of the game and delivering exceptional service.
Earn Your Customers’ Trust
In the finance industry, trust is a crucial factor in customer relationships. Customers want to feel confident that their financial decisions are based on accurate and transparent information. To build trust with customers, banks must prioritize transparency and honesty in all aspects of their operations. Customers’ trust elevates when banks are:
- Open and transparent about fees, policies, and products
- Honest and straightforward in all communication
- Foster long-term customer relationships
- Drive loyalty and retention
In addition, banks should look to use a managed services model to integrate new technology in order to stay flexible and keep giving customers a good experience as their needs change. It also lets IT teams adjust their technology needs up or down as needed while making sure they work with technology experts on important things like security and the banking customer experience. By maximizing their resources, improving their performance, and streamlining their operations, companies can then focus on giving their customers a trustworthy banking experience.
Develop an omnichannel experience
An omnichannel experience is a seamless and consistent customer experience across all channels and touchpoints. To develop an omnichannel customer experience for banks, here are some steps you can follow:
- Identify all the channels your customers use to interact with your bank, including online, mobile, in-person, and phone.
- Determine what type of information and services customers expect to find on each channel and ensure that this information is consistent across all channels.
- Implement a customer relationship management (CRM) system that allows you to track and manage customer interactions and preferences across all channels.
- Create a singular view of the customer by integrating customer data from all channels into a single database. This will allow you to personalize the customer experience based on their preferences and history.
- Make it easy for customers to switch between channels by allowing them to start an interaction on one channel and pick it up on another. For example, a customer should be able to create an online chat on their computer and continue it on their phone.
- Train your employees on how to provide an omnichannel experience for customers. This includes understanding how to use the CRM system and handle customer interactions on different channels.
- Continuously gather customer feedback on their omnichannel experience and use it to make improvements.
Finally, the customer experience in the banking sector has a lot of untapped potential for growth. To offer a great customer experience, it’s important to live up to a customer’s expectations by making their interaction with you seamless across all channels by being:
- Highly relevant to the customer and based on their needs
- Offering products and services based on real-time analytics
- Dispersed Omnichannel presence
- Highly scalable to create moments that stand out
- 24/7×365 open for dedicated support