eBook – 6 Steps To The Ultimate CX for Financial Services eBook

The Essential Guide to Optimizing Customer Communications for Financial Services Organizations

Improving the customer experience (CX) is the driving force in financial services today. But achieving that ultimate goal of a seamless experience still presents significant challenges due to how most banks manage their customer communications. All too often, communications end up looking and feeling like they’re coming from a different banking organization—or worse, don’t acknowledge the customer engagement that’s already taken place.

In this eBook, we’ll explore the six essential steps financial services organizations need to take to prepare for the communications experience of tomorrow. You’ll also learn how to:

Summary:

6 Steps to the Ultimate CX

Improving the customer experience (CX) is the driving force in financial services today. It’s the key to customer retention and successful cross-selling, which are both critical to increasing revenues. But achieving that ultimate goal of a seamless experience still presents significant challenges due to how most banks manage their customer communications.

Marketing campaigns for various products and servicing communications are usually undertaken by different teams and departments within a bank. While each of these communications may have merit on their own, the customer sees a disjointed stream of communications and messages.

All too often, each communication ends up looking and feeling like it’s coming from a different banking organization—or worse, doesn’t acknowledge the customer engagement that’s already taken place.

Today’s customers expect more—they want to know their bank has a unified view of all their transactions. Disjointed marketing efforts and communications risk leaving your customers with the impression that their bank is interested in selling them a lot of products, but not interested in understanding their actual needs.

The Challenge: From Inside-Out to Outside-In Thinking

The most effective way to avoid this risk is to make an organizational effort to move from an inside-out to an outside-in point of view when communicating with customers.

The outside-in approach views every communication from the customer’s perspective; it uses the data your bank has to gain an understanding of what the customer’s needs are, and it communicates those needs in a way that’s consistent in brand and tone across all touchpoints.

The result? That seamless customer experience that every financial institution is looking for. Companies that behave like they’re in the “customer experience” business—i.e. those focused on how they communicate and service customers—are the ones winning new business.

So, how can you get to an outside-in approach to communications to achieve the resulting CX your customers want?

Download this eBook to discover the six essential steps financial services organizations need to take to prepare for the communications experience of tomorrow:

• Step 1: Clean Up Your Communications Inventories

• Step 2: Be Vigilant About Using Plain Language

• Step 3: Adopt the “3 C’s”: Consistency, Collaboration, and Compliance

• Step 4: Ensure Your Communications Are Content-Centric

• Step 5: Empower Your Marketers and Reduce Reliance on I

• Step 6: Invest in Personalization

This is just a preview of the insights provided in this e-book. Complete the form above to download the full PDF.