The new normal is adapting to changing customer needs
The global pandemic that shook up 2020 in every way created customer behaviors to shift. With less mobility, fewer in-store options, and new health and safety concerns, customers made different choices around how, what and when they bought.
Financial services have had to adapt, as well. Customers can’t visit bank branches or frequent their favorite credit union with as much ease as they had in the past. This means banks, credit unions and others transformed their customer journeys to meet the changing needs of their communities.
Many financial organizations did this in record time and exceeded the expectations of their customers. And while it’s nice to think of a time in the future when things get “back to normal,” it’s also necessary to look ahead at what the new normal might look like for banking customers and credit union members. These behavioral changes and shifting expectations might carry on well beyond the end of the pandemic.
- Personalization means meeting customer needs now.
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