Because the commercial banking, insurance, and payments industries are highly competitive, they must place a high value on customer experience and loyalty. Many consumers, however, don’t have a high level of trust or confidence in their financial service providers. Common metrics driving the profit-and-loss equation are retention rates, number of products per customer, consumer lifetime value, satisfaction with the end-to-end experience, and one-call resolution rates, among others.
We’ve found that the best financial companies have combined a hard-core numbers and operational method with a soft-touch, relationship-based approach to customer service. We have worked with many such firms to build competencies that balance these two approaches, taking them to the leading edge of customer success.
Our work in financial services has included: