With all of the new developments in banking these days, it’s easy to lose touch with what really matters: the customer experience. To enhance their customers’ journeys and earn their loyalty, research shows that bank staff need to develop effective communication channels, listen and then learn what matters most to customers. What’s important to them may not be precisely what bank employees expect.
“We put our clients’ interests at the heart of what we do and strive to offer them at all times a high-quality service and relevant solutions.” That is one of the four cornerstones that make up the overarching business strategy of KBC Group, the Brussels-headquartered bank-insurer that has emerged over the last few years as one of Europe’s strongest and most formidable financial institutions.
Imagine you walk up to an ATM to withdraw cash, and it automatically recognises you. It knows all of your personal details and remembers the sort of transactions you usually complete
Customer trust is the foothold of all commercial activities, especially financial services. Customers need to trust their financial institutions to protect their assets and work toward their best interests. Without first gaining customer trust, a bank is likely to find itself constrained from warding off competition and pushing forward into further growth.
The banking sector is uniquely placed to offer a high level of customer service that could put it in the same category as retail, a largely acknowledged leader in customer service.
The way consumers interact with financial institutions is fundamentally and rapidly changing, and this presents a huge opportunity – albeit a challenging one – for retail banks.