Your bank or credit union consumer experience hinges on repeat successes

The member or customer just walked out the door, hung up the phone or closed the chat. Phew! It’s over…you made it through. Until the next person arrives (or until the same person returns for something else).

One excellent experience isn’t enough. You must provide an amazing bank or credit union consumer experience every single time someone seeks your services.

According to Salesforce, 79% of consumers expect consistency in their interactions with any of your employees or departments. That’s right. Front office. Back office. Team members at the branch close to home or the ones at the branch across town.

So, repeat success is not an optional part of your bank or credit union consumer experience program. It’s mandatory. But where do you start?

 

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