Financial Services: Win On Customer Experience
- Improve retention
- Increase referrals
- Ease compliance
Loyalty and recommendation have never been more important to ensuring organisations survive and grow.
How do you create customers who stay with you, recommend you more, buy more from you, are less price sensitive, cost you less to serve, and are more forgiving when things go wrong ?
By improving the customer experience.
Specifically, you make your customers happy to be your customer.
You deliver first class service.
You delight them.
You make their lives easier and better.
You resolve any problems quickly and effectively.
You consistently deliver fantastic experiences regardless of channel or journey.
And you have staff who love making customers lives better.
How can you as a financial services organisation achieve these things?
- Ask your customers what they think of you, and listen to them
- Measure and understand customer satisfaction effectively
- Ask for feedback at the right times, and make it easy for customers to give this
- Importantly, read and action feedback, and respond to customers after they have told you what they think
- Effectively share the insights and satisfaction scores with the wider organisation
We take insights that we get from CustomerSure, and we use them to make real change in the business - resulting in happier customers overall.
We also are really pleased with their support team—who have assisted every step of the way
CustomerSure is proven at helping financial services organisations to be more successful by providing a platform to obtain multi-channel actionable customer insights and the ability to respond to customers after they have given feedback.
Key metrics can be used to track performance of individuals, handling teams, or departments.
CustomerSure has expertise to advise on data collection, survey design and question selection, to ensure ease of completion and high response rates. We will also help you with headline metric selection and usage, including CSAT, NPS and Customer Effort Score.
Insights can be collected after important journeys such as:
- Product renewals
- Claim processes
- Contact centre interactions
- Digital interactions
- Complaints experiences
Customer feedback can be collected by email, SMS or generic web link, and completed on mobile phones, smart phones, computers and tablets.
Customer feedback is reported in real-time on a results dashboard, where the feedback can be assigned to individuals or teams to respond, and reports can be viewed, customised and exported.
The CustomerSure platform can integrate with your internal CRM or database, to ensure a single transparent view of the customer.
Get in touch now to request a demo
We don’t do hard-sell, we just listen to what you’re hoping to achieve by improving customer experience, and suggest ways to get you there quicker and better.