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Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective

Hodusoft

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Banking 52
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Utilizing Customer Journey Mapping to Enhance Service

Global Response

You want to create a seamless, personalized experience. It covers all channels (email, chat, online, in-person) and includes both positive and negative customer experiences. Personalize the customer experience: Use data from your customer journey map to personalize interactions at various touchpoints.

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What Causes Friction

ShepHyken

I’ve shared six Convenience Principles and numerous examples and case studies. I recently talked to an executive of a bank, and he mentioned it was a big problem. Not being able to talk to a person: This is also frustrating. Some companies make it hard to get to a person. The goal is to eliminate friction.

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Top 5 Customer Service & CX Articles for Week of January 8, 2024

ShepHyken

This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.” The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more.

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Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. Here’s a quick thumbnail summary of where some examples of TD Bank’s marketing unique marketing and communication initiatives have taken the company over the past year or so.

Marketing 186
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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

As a writing teacher and literary magazine-type person, I loved this. Expanding on the idea that EX drives CX, , Schubert Koleka , Business Manager at Standard Bank Malawi shares: What I learned from him is that it is possible to have fun and make money for your company at the same time. Prioritizing the employee experience.

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Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. If a person is cognitively depleted (Read: tired), then they are far more likely not to participate and look for an easier path of resistance (read: your competition’s experience).

Banking 383