InMoment XI

OCTOBER 17, 2024

Customer Feedback Questionnaire for Banks and Financial Services How would you rate your satisfaction with the process of applying for our banking services? Metro Bank Metro Bank was able to stand out from its competition by making the most of its customer feedback questionnaires. Utilize various types of questions.

Feedback 195

Feedback Insights Customers Banking 195

CloudCherry

MAY 8, 2018

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. But the landscape is constantly changing.

Banking 220

Banking Financial Retail Social Media 220

InMoment XI

DECEMBER 19, 2022

Ask the right questions about the main touchpoints of their journey, not just the start and end. Design Your Survey to Gather Feedback at Every Touchpoint. That’s why survey builders need to consider how to gather feedback at every touchpoint in real time.

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? What is NPS in Banking and Other Financial Institutions?

Banking 52

Banking NPS Financial Net Promoter Score 52

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

ReviewTrackers

MARCH 14, 2019

The Importance of Customer Journey in Banking. There is so much disruption going on in the world of banking and financial services. After a decade of having to deal with serious trust issues and thin margins, banks today continue to face a mix of challenges. What Does Customer Journey in Banking Mean? . Regulation.

Banking 94

Banking Customer Journey Touchpoint Rewards Programs 94

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way. A great activity to try at this stage is Customer Journey Storyboarding, which can help you identify key touchpoints in a simple, visual way.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

CloudCherry

MARCH 19, 2019

million customer hours and 327,000 employee hours, living up to its mantra of “Live More, Bank Less.” This enables the bank to compare the CIR, share of profit, and ROE contribution of both customer groups. Don’t delay the process.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Centriam Customer Experience Lab

AUGUST 2, 2018

We’ve found that surveying customers about their interactions across major touchpoint is an easy place to start. Download our Community Banking CX Blueprint here to get a jumpstart on your CX planning. Once you decide to build your CX program in this way, you need to settle on a touchpoint to investigate.

Touchpoint 84

Touchpoint Banking Download Feedback 84

Experience Investigators by 360Connext

JANUARY 8, 2018

These often point back to the annoying, outdated, or altogether defunct touchpoints that don’t just disappear when you start a larger initiative. In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

GetFeedback

SEPTEMBER 13, 2018

Doordash, PG Bank, Athenahealth, and other companies are measuring NPS surveys to help inform changes in customer experience. Once someone has made it through the sales touchpoint of their customer journey, your company can trigger a win-loss survey to be sent to them. Define your customers’ expectations from the get-go.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

InMoment XI

OCTOBER 24, 2024

Financial Services: Banks and financial institutions use customer engagement platforms to manage customer support, offer individualized financial advice, and ensure that customer inquiries are handled securely on different channels. These customer engagement strategies lead to increased customer satisfaction and repeat business.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 14, 2024

For instance, let’s say you have an online banking app and you want to gauge satisfaction levels with a new QR code payments feature. Send patient feedback surveys at key touchpoints, such as after booking an appointment or post-discharge.

2024 195

2024 Hospitality Feedback Healthcare 195

PeopleMetrics

MARCH 6, 2025

Here are three major problems with relying on overly short surveys: Lack of Granularity: With only one open-ended "why" question, you're banking on customers to spontaneously provide detailed feedback about specific parts of their experience. If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it.

Net Promoter Score 117

Net Promoter Score Hotels NPS B2C 117

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Banking 88

Banking 2023 Customer Experience Financial 88

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Many banks responded to urgent needs at the peak of the pandemic and are now in recovery mode. So how can these institutions avoid leaving customers on hold?

Banking 83

Banking Contact Center Call Center Financial 83

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. Without an executive taking charge of the customer experience, the risk of high churn-rates grows exponentially.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

InMoment XI

SEPTEMBER 19, 2024

The customer journey maps out the path a customer takes and focuses on individual touchpoints. The end-to-end customer experience, however, is how the customer feels about each of those touchpoints. Metro Bank Metro Bank worked to improve the end-to-end customer experience by restructuring its customer insights program.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

CloudCherry

JANUARY 18, 2018

–> Identify different touchpoints, be available across all these touchpoints, and start listening to members. How else do you ensure that your members do not switch to a nearby bank? –> Adopting a journey-based approach to managing member experience is the first step towards going omni-channel.

Touchpoint 225

Touchpoint Financial Banking Feedback 225

Joe Rawlinson

NOVEMBER 3, 2024

Quick Response Times Implementing bank card scanning substantially decreases wait times. Card scanning plays a crucial role by making client data instantly accessible at every touchpoint. Having updated information means better buyer relationships and personalized offers.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success. And while more revenue is great, organizations also want to lower expenses.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. So it’s become almost cliche to hear how a bank wants to be the “Uber” of banking or a dentist wants to offer service “like Amazon.”

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

InMoment XI

OCTOBER 10, 2024

of their budgets to social media, while the banking and finance industry allocated an average of 9.7% This is important to create a seamless experience across all touchpoints. For example, the average business will spend 14.9% of their marketing budget on social media. of their marketing budgets to social media.

Social Media 195

Social Media Management 2024 Multi-Channel 195

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Specifically in banking, there are multiple challenges to customer service. Fortunately, there are some banks that are getting it right. Banks must use human and artificial intelligence in the right combination in order to deliver quality, secure, experiences at scale. .

Banking 62

Banking Virtual Agent Contact Center Technology 62

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customer experience is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Centriam Customer Experience Lab

JULY 26, 2018

(..)

Touchpoint 79

Touchpoint Banking Customer Experience Customers 79

PeopleMetrics

JANUARY 15, 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Which customer touchpoints should be measured? Conclusion.

Banking 54

Banking 2020 Measurement Touchpoint 54

Thematic

APRIL 3, 2025

Finance & Banking Banks and fintech companies use text analytics to monitor compliance, detect fraud, improve customer experience, and drive strategic decisions. One real-world example is Atom Bank , which struggled to unify these insights across teams and touchpoints.

Marketing 62

Marketing 2030 E Commerce Social Media 62

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage. Was that a good customer experience?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. To coach employees across varying locations: Schedule regular, individual touchpoints with team members.

Banking 80

Banking Culture Engagement Leadership 80

CSM Magazine

SEPTEMBER 22, 2023

In today’s competitive banking industry, providing a top-notch customer experience (CX) is essential for attracting and retaining customers. With so many options available, it’s important for banks to upgrade their services and stand out from the crowd.

Banking 59

Banking Omnichannel Customer Centricity Loyalty 59

PeopleMetrics

NOVEMBER 1, 2022

Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. By contrast, that same customer does all of their banking online, and since they’re visiting that website over and over again, they’re much less likely to let it slide. What do customers expect from banks?

Banking 62

Banking Customer Experience Omnichannel Leadership 62

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150