It will be fundamental for organizations in the sector who must be able to make themselves perceived by their target as distinct entities with a precise personality. Therefore, Crucial in attracting the attention of consumers and encouraging the establishment of an ongoing relationship of trust. There seems to be no alternative: in the hyper-connected markets in which we live. Loyalty in banking can only occur through the design of customer experiences that live up to the expectations of contemporary consumers. Therefore, Which are already very high and constantly evolving. The services offered – which in banking are particularly complex and not immediately understandable – must be communicated in a clear. Correct and transparent way and used through fluid and friction-free methods.
Consumer experience becomes
the true competitive differentiating factor , the aspect that more than others defines the banking sector today: financial institutions that invest in customer experience are in fact growing 3.2 times faster than competitors who don’t ( Source: Kameleoon.com). There are Malaysia Mobile Number Database various elements that can determine the success of loyalty projects in banking, but the three on which it is most necessary to concentrate one’s efforts are probably three: proximity , accessibility and above all trust . 4 trends for the banking sector The context: digitalisation and “face-to-face” interactions. Therefore, Loyalty in banking is a process that can unfold to its full potential only by enriching the general perception that the customer develops with respect to the organization with positive meanings.
The experience – which returns the final
perception and determines the sentiment. Therefore, Includes all the interactions through which the customer communicates with the banking institution : the touchpoints German Phone Number List scattered along the customer journey, the flow through which the information useful for taking purchasing and subscription decisions, the systems through which conversions (and transactions) take place , at different moments of the journey. All contact opportunities. Online and offline, contribute to determining the company’s presence on the market, in a context in which digitalisation and “face-to-face” interactions alternate, depending on specific needs.
