Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: bankers plan to up the spending on customer experience this year, and the focus of a car salesperson’s job is more on the customer experience.
Bankers Plan to Spend More on Customer Experience this Year
More than half (55 percent) of bank executives plan to invest more in customer experience in 2017, according to a recent survey by Computer Services, Inc. Bankers plan to prioritize customer experience third, behind only two other areas: information technology and cyber security risk.
Digital banking enhancements will be the top strategy for optimizing the customer experience.
“In a crowded marketplace, financial institutions must prove their value to the customer, which includes offering service experiences on par with other providers, especially those outside the banking industry,” says Steve Powless, chief executive officer for CSI.
There are arguments that banks are falling behind retailers when it comes to customer experience.
The Car Salesperson’s Job is Not What it Used to Be
According to Automotive News, dealers are looking for a salesperson to deliver an excellent customer experience. In the past, job positions were filled by people motivated by profit. But now, customer service is prioritized over the sale.
President of Freedom Auto Group Eric Savage describes the ideal candidate: “It kills them not to be able to solve the customer’s problem.” This could even mean sending the customer to another dealership.