Customer experience key
Striving to make a good and lasting impression with your customers is the goal of every business.
According to the Ernst & Young Global Consumer Banking Survey, customer needs are evolving but the basic requirements remain stable.
The survey explains that the modern customer is not satisfied with dedicated banking hours and wants a 24/7 banking service. This move is to simplify communication and transparency in how banks communicate with their customers
Organisations are realising that there is a need for efficient customer service. Delivering good customer service on a regular basis can contribute to loyal and satisfied customers of your brand. “Helping customers make the right financial decisions is important to us. Our innovative culture and passion for excellence facilitates a healthy and authentic relationship with our customers. We constantly review and enhance our business processes to improve our customer experience,” says Zak Sivalingum, Head of FNB Acquisitions.
The global environment has encouraged businesses to identify and anticipate both business and customer needs. Understanding and researching your customer and their needs helps create a better business experience for both. This understanding also builds a strong credible relationship model that focuses on bespoke solutions with existing and potential customers.
Digital technology is disrupting traditional customer service models with new customer insights appearing against a backdrop of rising expectations and questions. Sivalingum explains that “The traditional banking environment has moved to a more technology based environment that focuses on the customer, the experience and making banking clear, simple and convenient. Customers now look at organisations that offer holistic solutions that focus on the entire on-boarding experience.”
Technological innovations are now playing a vital component in all organisations. The collaboration of both traditional and new media channels are helping to enhance the customer experience. He explains that “We offer our customers an omni-channel experience through our innovative banking app and mobile banking solutions which provide efficient and accessible banking. Social media technology is changing the way customers perform their banking and it’s imperative that we provide techno-savvy solutions that is up to date and relevant to today’s customer.”
“Customer expectations are increasing and organisations need to continually tweak or upgrade their business models to meet these requirements and stay on top of global trends. The “always connected” customers expects quick responses and organisations will need to ensure that they are up to date, in tune and innovative when it comes to their products and solutions,” concludes Sivalingum.
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