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Customer Experience in Branch: Building Best Practice Strategies

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The branch channel is far from redundant, with the majority of consumers globally continuing to use branches. However, the experience of the branch must move from functional to engaging if FS providers are to increase revenue and satisfy customers.The branch channel remains critical to the multi-channel experience. Improving the experience will help to reinvigorate a channel that is clearly still important to a wide range of consumers. Optimizing the customer experience will also help to retain customers, increase cross-selling, and help to produce more satisfied customers overall.Optimize the branch customer experience by learning how consumers use this channel for researching and purchasing products.Tailor the functionality of branches through gaining an insight into the features that consumers view as essential to this channel.Boost customer retention and produce more satisfied customers by understanding what consumers want from their branches.Learn best practice in branch customer experience from a series of global case studies.Use of the branch channel is high, with 77.4% of consumers globally having used this channel in the 12 months to June 2011. The most popular activities for consumers to conduct through the branch channel are ordering a new check book or new card, booking an appointment with an advisor, and depositing or withdrawing money.For all but three products, the branch channel is used by more consumers to purchase a product than it is to research that same product. This reveals the branch channel's strength as a channel of opening for consumers.A roughly equal proportion of consumers believe that self-service kiosks and the ability to meet an advisor without booking are essential features of the branch channel. This finding highlights that globally consumers place equal weighting on being able to conduct activities themselves in branch and having an advisor to assist them.Does the branch channel still have a role in the banking experience'What do consumers view as the key characteristics of a bank branch'Which aspects of the branch customer experience need to change in order to create a more positive experience'What are the benefits of creating a positive branch experience for FS providers and their customers'

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Customer Experience in Branch: Building Best Practice Strategies

  1. 1. Find Industry reports, Company profilesReportLinker and Market Statistics >> Get this Report Now by email!Customer Experience in Branch: Building Best Practice StrategiesPublished on October 2011 Report SummaryThe branch channel is far from redundant, with the majority of consumers globally continuing to use branches. However, theexperience of the branch must move from functional to engaging if FS providers are to increase revenue and satisfy customers.The branch channel remains critical to the multi-channel experience. Improving the experience will help to reinvigorate a channel thatis clearly still important to a wide range of consumers. Optimizing the customer experience will also help to retain customers, increasecross-selling, and help to produce more satisfied customers overall.Optimize the branch customer experience by learning howconsumers use this channel for researching and purchasing products.Tailor the functionality of branches through gaining an insightinto the features that consumers view as essential to this channel.Boost customer retention and produce more satisfied customers byunderstanding what consumers want from their branches.Learn best practice in branch customer experience from a series of globalcase studies.Use of the branch channel is high, with 77.4% of consumers globally having used this channel in the 12 months to June2011. The most popular activities for consumers to conduct through the branch channel are ordering a new check book or new card,booking an appointment with an advisor, and depositing or withdrawing money.For all but three products, the branch channel is usedby more consumers to purchase a product than it is to research that same product. This reveals the branch channels strength as achannel of opening for consumers.A roughly equal proportion of consumers believe that self-service kiosks and the ability to meet anadvisor without booking are essential features of the branch channel. This finding highlights that globally consumers place equalweighting on being able to conduct activities themselves in branch and having an advisor to assist them.Does the branch channel stillhave a role in the banking experienceWhat do consumers view as the key characteristics of a bank branchWhich aspects of thebranch customer experience need to change in order to create a more positive experienceWhat are the benefits of creating a positivebranch experience for FS providers and their customers Table of ContentCompanies mentionedBBVA, CMS Energy Corporation, Hutchison 3G UK Limited, ING GROEP N.V., McKinsey & Company, Metro International S.A.,Shanks Group plc, Sopra Group SA, Umpqua Holdings CorporationCustomer Experience in Branch: Building Best Practice Strategies (From Slideshare) Page 1/3
  2. 2. Find Industry reports, Company profilesReportLinker and Market Statistics >> Get this Report Now by email! Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to: Europe, Middle East and Africa : + 33 4 37 37 15 56 Asia, Oceania and America : + 1 (805) 617 17 93 If you have any questions please visit http://www.reportlinker.com/notify/contact Order Information Please verify that the product information is correct and select the format(s) you require. Customer Experience in Branch: Building Best Practice Strategies Product Formats Please select the product formats and the quantity you require. 1 User License--USD 4 495.00 Quantity: _____ Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: _____________________________ Last Name: __________________________________ Email Address: __________________________________________________________________________ Job Title: __________________________________________________________________________ Organization: __________________________________________________________________________ Address: __________________________________________________________________________ City: __________________________________________________________________________ Postal / Zip Code: __________________________________________________________________________ Country: __________________________________________________________________________ Phone Number: __________________________________________________________________________ Fax Number: __________________________________________________________________________Customer Experience in Branch: Building Best Practice Strategies (From Slideshare) Page 2/3
  3. 3. Find Industry reports, Company profilesReportLinker and Market Statistics >> Get this Report Now by email! Payment Information Please indicate the payment method, you would like to use by selecting the appropriate box. Payment by credit card Card Number: ______________________________________________ Expiry Date __________ / _________ CVV Number _____________________ Card Type (ex: Visa, Amex…) _________________________________ Payment by wire transfer Crédit Mutuel RIB : 10278 07314 00020257701 89 BIC : CMCIFR2A IBAN : FR76 1027 8073 1400 0202 5770 189 Payment by check UBIQUICK SAS 16 rue Grenette – 69002 LYON, FRANCE Customer signature:   Please note that by ordering from Reportlinker you are agreeing to our Terms and Conditions at http://www.reportlinker.com/index/terms Please fax this form to: Europe, Middle East and Africa : + 33 4 37 37 15 56 Asia, Oceania and America : + 1 (805) 617 17 93Customer Experience in Branch: Building Best Practice Strategies (From Slideshare) Page 3/3

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