The way consumers interact with financial institutions is constantly evolving, especially as a result of the last minute lock-down of branches and almost immediate changes in the way consumers managed all components of their daily lives. More than ever, the importance of consumer insights, staying agile, being responsive to change, and creating a seamless engagement experience are vital for success in financial services.
Online and offline channels are no longer considered separate by consumers. More than ever, consumers will connect with their bank or credit union across channels, interacting with many touchpoints before opening an account, expanding a relationship, or even doing a simple transaction.
Many financial institutions quickly adjusted to the “new normal” by increasing digital capabilities and introducing new products and services. The challenge now is to make these digital processes easy, having a single view of the customer across channels, and effectively deploying real-time multichannel marketing. While this is a massive shift from the way things have been done in the past, new technology and capable solution providers can help make the process fast, effective and efficient.
According to Futurum Research, “Brands must reinvent their operating models to act in the moment. They need a holistic data and technology strategy that they can individualize at scale, customer journey capabilities that can adapt in real-time, and intelligent decisioning to automate the self–reinforcing cycle of tailored experiences.”
- Top 7 Customer Experience Trends in Banking for 2021
- Now is the Time for Intelligent Digital Banking Experiences
- Lack of Personalization Puts Banks at Odds with Consumer Expectations
- Digital Transformation Requires More Than Technology Upgrades
Responding to Cross-Channel Customer Journeys
In digital marketing research done by Econsultancy and Adobe, the top three priorities for marketers were:
- Customer journey management 36%
- Targeting and personalization 34%
- Customer data management 30%
Hybrid marketing improves organizational maturity in all three of these areas. According to the research, “If a brand is to succeed in the experience economy, there is an increasingly fundamental requirement for unified and actionable customer profiles that can ingest and join up data from a range of touchpoints that can straddle both offline and digital worlds, and the realms of both adtech and martech.”
This is where a Customer Data Platform (CDP) comes in. The CDP Institute defines the term as “packaged software that creates a persistent, unified customer database that is accessible to other systems.” Gartner expands upon this definition, “A CDP should be effective at centralizing data collection, unifying customer profiles from disparate sources, creating and managing segments, and activating those segments in priority channels.”
While the need to develop a strong CDP may seem like a difficult endeavor, the real payoff doesn’t occur until the data is leveraged to deploy highly personalized content at scale … in real-time. Without great content that can reflect the components of personalization possible, banks and credit unions will not obtain the levels of engagement desired.
“Financial institutions must move from using data and analytics for great internal reports to using data, analytics and content for exceptional experiences.”
In other words, it is not an either/or proposition, but a marriage of data, analytics, and content that allows for the effective communication to the hybrid consumer who travels their own content consumption and buying path. And not every institution attacks the communication challenge in the same way.
The research by Adobe and Econsultancy found that larger organizations tended to over-index for the data science components of the equation, and under-index for the content component of customer experiences. They often focus more on hiring left-brain, analytical thinkers, and neglect more right-brained marketing and creative talent. Conversely, smaller institutions tend to prioritize creative thinking at the expense of the data capabilities that drive the process.
- Beyond Personalization: Three Reasons to Focus on Customer Journeys
- Retooling CX Strategies in Banking for the Post-COVID Reality
- Digital Banking CX Boils Down to One Word: Speed
- Financial Institutions Benefit from AI, But Consumers Remain Skeptical
Why Build a Hybrid Marketing Strategy?
Assuming an organization decides to leverage a customer data platform, you have the ability to communicate with your customers where they are … in a way they want. Despite the significant shift to digital in the past year, customers usually don’t just use a single channel. Yet financial institutions rarely merge offline and online data sources. Until this is done, the ability to adjust channel strategies during the customer journey is virtually impossible.
If your customer profile does include the hybrid customer channel information, the potential for personalization of both content and channel is optimized. For instance, a financial institution can determine how behavior differs when the consumer used a branch as opposed to digital channels. Are transaction and buying patterns the same, with the same dollar value? Should offers differ by channel?
Over time, as more testing is done on both a segment and individual level, effectiveness of communication increases. There is also the ability to create advanced segmentation, conduct more detailed analysis and build attribution modeling. Finally, with hybrid marketing using an in-depth customer data profile, financial marketers can better understand the cross-channel customer journey, building stronger engagement (and revenues) along the way.
Make a Priority of Personalizing Hybrid Customer Experiences
Personalization is more than simply using the customer’s name in marketing copy or mentioning a recent transaction. It is also not just a nice extra feature for your customers. Personalization has quickly become what your customers expect when they interact with your brand. According to Epsilon, 80% of consumers are more likely to make a purchase when an organization provides a personalized experience. This expectation will only increase in a post-pandemic world.
Consumer expect content and offers that appeal to them personally, based on both their past interactions as well as anticipated future actions. They no longer want their financial institution to tell them what has already occurred … they want a “GPS of financial services” that will communicate shortcuts to financial wellness and warnings about pitfalls to avoid.
As we move closer to a world without cookies, first-party data is more valuable than ever, as are platforms that can collect, manage and optimize that data while enabling effective deployment of content on a 1:1 basis.