The banking profession requires many qualities. Among these, having a sense of contact is an asset that will be your differentiating force. The personalization of the customer experience remains very important to build a relationship of trust.
How to improve the customer experience?
– Be responsive: nowadays, with the increase of online services, the customer often gets answers in one click. When this is not the case, it is important to remain available in order to respond to more demanding requests or when it comes to finding solutions to dissatisfactions.
– Personalize and centralize the customer relationship: cooperation must be at the center of a bank’s concerns. Taking into account the opinion of customers regarding certain decisions will be beneficial and will imply more proximity and understanding. Regarding the centralization of requests, omnichannel strategies are nowadays preferred. But why? On the customer side, the multiplication of channels allows them to reach the bank more easily. On the banks’ side, all requests will be grouped in one place in order to better respond to requests.
– Measure the performance of the customer relationship: study the customer feedback with the utmost attention. To do this, the most common method is to send simple and quick satisfaction questionnaires. However, you must be careful not to be too insistent with them. This can quickly give a bad image of banks and advisors.
– Accompany your clients in their different moments of life: the accompaniment must remain continuous throughout the year, but some events are more important than others and require a more regular follow-up. This is the case, for example, during important operations such as the acquisition of a real estate loan or, on the contrary, during more delicate operations such as divorces.
By following these key points, you contribute to building a relationship of trust with your customers. The impacts will be positive: recommendations and good image of the bank, viable support in the long term, word of mouth, customer loyalty…
