Customer Experience Management
Consumers and businesses are no longer loyal to their financial service providers. Instead, they’re are shopping for value and transferring larger portions of their business from one provider to another with little concern for fidelity. And, why not? They have a wider array of choices than ever before from an expanding and diverse pool of capable providers who are transforming themselves into convenient, lifestyle-oriented partners.
Three rapidly arising stimuluses are adding fuel to the fire:
The good news is that straightforward “customer experience” management processes are now accessible for community-focused financial services companies to truly manage this process.
Today, a rising number of forward-thinking community bank and credit union managers are securing their top management’s commitment for the investment in this new way of doing things. What’s more, research shows that these customer experience management processes are helping these organizations to stand out from the larger banks and disruptors to build longer-lasting and more profitable customer relationships.