How to build a customer experience management strategy
When you make an effort to treat your bank customers or credit union members well, they’ll return the favor. In fact, 73% of consumers say high-quality customer experience is key to whether or not they’ll stay loyal to a company.
What’s more, companies that provide a superior customer experience outperform their competitors by nearly 80%.So how can you tap into this powerful — and critical — aspect of your banking business?
Here are three key components of building a world-class customer experience management strategy.
- Focus on the human at the other end of the interaction
It’s important to remember the customer experience stretches beyond direct interactions between your employees and members. It’s about the entire journey, which could include dozens or even hundreds of touch points.
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