When it comes to choosing a bank or insurance provider, consumers have access to millions of online reviews, consumer forums, and social media comments to take into consideration. In today’s digital and technology-driven world, if financial service providers want to stay relevant in an opinion-saturated market, they must invest in the future of consumer acquisition and retention: customer experience. Exceptional customer experiences lead to increasingly loyal customers, more referrals, and lower churn.
In this eBook, you'll learn that an improved customer experience increases cross-sell opportunities, helps differentiate your company, and reduces attrition. You’ll understand what you need to measure, how to do it, and how to analyze the results. Most importantly, you’ll learn how to share this information across your organization, so all departments can benefit from your research. By utilizing the right customer experience management platform, you can collect customer experience data in real-time across any channel, identify key business drivers and take action to improve customer satisfaction and loyalty, and identify at-risk customers and proactively engage on a personal level to improve relationship.