A generation ago, financial services products were primarily sold face to face, either in branches or door to door, with documents manually filled in and posted to their destination. Customer service was dealt with through the same, physical, channels. This has changed radically, with the introduction of first the phone, then the web, and now social media, as sales and support channels. Managing t...
Whatever part of the financial services sector you operate in, delivering an excellent customer experience is becoming a vital part of differentiating, increasing sales and retaining customers. However consumers are growing ever more demanding and less and less loyal. They want an excellent experience, whichever channel they chose – and they want it delivered quickly. Fail to deliver and the...
The customer experience has never been more important to businesses. Channels such as social media enable customers to instantly share their views on brands with the world while advances in web and mobile technology mean that consumers now demand instant answers and a superior experience whatever device or channel they are using.Being able to balance these pressures while operating efficiently and...