Do you have a journey map or a journey dart board?

One of the most talked about trends in financial services today is journey mapping. The term is commonly used to reference what it’s like—from beginning to end—for the consumer to “experience” doing business with you (i.e. your credit union or bank). The journey map often includes every single touch point (branch, call center, digital, etc.).

The best performing credit unions and banks have “mapped” the journey they want consumers to have. Quadient, a consumer experience innovator, reports that 85% of companies who utilize journey mapping see a positive impact on the experience consumers have with their brand.

For example, from the moment someone walks into a branch until the moment they leave, what is the step by step process they should take?

From the moment they call your financial institution to the moment they hang up, what is the step by step process they should take?

 

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