Best Practices in Bank Customer Experience Design
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Best practices in bank customer experience measurement use multiple inputs in a coordinated fashion to give managers a 360-degree view of the customer experience.
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Best Practices in Bank Customer Experience Design
- 1. Kinesis CEM, LLC Best Practices in Bank Customer Experience Measurement Design http://www.kinesis-cem.com/Insights_Bank_CX.shtml Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at elarse@kinesis-cem.com. http://www.kinesis-cem.com http://www.kinesis-cem.com/bank_customer_experience.shtml kinesis-cem.com 206.285.2900 info@kinesis-cem.com Best Practices in Bank Customer Experience Measurement Design
- 4. Customer Side of Bank- Customer Interface • Post Transaction • New Accounts • On-Boarding • Closed Account
- 5. Behavioral Side of Bank- Customer Interface • Objective Behaviors • Open-Ends • Subjective Impressions Mystery shopping is an excellent tool to align sales and service behaviors to the brand.
- 6. Employee Side of Bank- Customer Interface Employee Surveys Leverage Unrecognized Experts in the Customer Experience
- 7. Social Listening Social listening fills in the white spaces between other research tools. Its value lies in correlating social data with other data sources. Filling in the White Spaces
- 8. Customer Comments Four Groups of Comment Providers Extremely Happy Customers Extremely Unhappy Customers Extremely Bored Customers Customers with Requests Dear [President's name]: Here is something I would like you to know . . . [Lots of white space] Sincerely yours, [Space for name, address and phone number]