Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: What does banking of the future look like? It will be all about customer relationships.
Emphasis on Customer Relationships in Banking
Banking of the future is going to center on customer relationships, according to an article published in The Financial Brand.
The foundation for customer relationships stems from the customer experience at every customer touchpoint.
“…Consumers are no longer only comparing banks to other banks to make a judgment on customer experience,” the authors write. “They are comparing financial institutions to the Amazons and Ubers of the world.”
The point is: it’s not just about banking. Customer relationships are important for every industry. Hone into the success of these relationships and start to understand customer sentiment using feedback found online, such as social media and online reviews.