5 tips for increasing customer loyaltyat banks and credit unions

People have more options

and are less loyal than ever.

Does your banking experience win their loyalty?

What are you going to do about it?

Some banks are responding. Some are not. Here are �ve tips for improving your #CustExp.

1. Empower your teams

data

1. Empower your teamsDon’t hog all the data. Give your teams the answers they need to make the right decisions in their roles.

data

2. Help the angry ones

Banks that understand loyalty close the loop quickly and quietly. Without drawing attention to problems, share coachable data throughout your organization to drive change.

2. Help the angry ones

3. Ask why

You need to be able to obtain insight on the fly. Use a system that allows you to combine your operational and financial data with your customer survey data to spot patterns in your customers.

3. Ask why

4. Learn why they love you

More important than fixing problems, is knowing why your best clients love you. Instill an understanding of your brand champions throughout your organization.

Once you understand what they want, find ways to give it to them at every level.

4. Learn why they love you

5. Simplify the system

5. Simplify the system

You’ll use it most when it’s all in one place.

Make it easy for everyone to access survey data, customer metrics, charts and visuals, social media analytics, and your feedback response system.

conclusion

How do you convince your boss that this matters?

Which one wins?

BANK 1 BANK 2—Efficiently responds to negative feedback without getting sucked in.

—Has culture that champions brand champions, understanding which experiences matter most to them and duplicating these experiences for all customers.

—Every employee has access to a tool that helps understand the end customer’s experience in real time.

—Responds slowly to negative feedback and draws attention to problems

—Goes through the motions instead of striving to understand best customers’ experience

—Most bank employees are far away from end customers emotionally and operationally.

Understanding & improving the customer experience.

product penetration, cross-selling, upselling, longtime customers

Ready to jump in?

Free How-to Guide: Launching a CX Program for Beginners

Case Study: Webster Bank

Guide to Choosing CX Software

Thank you.

Solutions for Banks & Credit UnionsSome banks are responding. Some are not. Here are �ve tips for improving your #CustExp.