Customer Experience Archive
Digital consumers want financial institutions to know them, look out for them, make their lives simple and reward them for their loyalty.
Banks and credit unions need to understand the customer purchase journey to improve marketing effectiveness and the customer experience.
As consumers are using more channels, banks and credit unions need to provide consistent user experiences in branches and digitally.
Banks and credit unions are not providing the same positive experience through digital channels as well as they do with personal channels.
While confidence in banking is up, advocacy, clarity, a strong customer experience and delivering on promises still needs improvement.
Banks and credit unions can learn about customer experience from Apple, Zappos, Southwest and Disney.
Should banks and credit unions provide one-touch live customer support like Amazon's Mayday service?
Sallie Mae learns a hard lesson in the importance of customer experience analytics. If they had been paying attention, they could have seen all their CX problems coming.
Should banks and credit unions try making banking a more enjoyable experience? Is it even possible? Yes, according to researchers. Includes 11 examples.