Experiences that elevate

every customer interaction

It only takes one bad interaction, one terrible experience, and one inconvenience for them to begin looking for alternatives - and in a competitive marketplace like the one we have now, it won’t be long before your customers make the switch.

To ensure customer loyalty in the long run, it’s important to invest in customer experience and satisfaction today. Keep a close eye on how your customers are feeling, look to identify and bridge experience gaps, and maintain customer satisfaction by delivering services and experiences that resonate with what your customers need.

Customers today expect their financial institutions to anticipate their needs. The best way to get started is by truly understanding your customers. Create customer personas, segment profiles to create detailed personas, and curate customized offerings that would resonate with each. This allows your customers to feel seen and heard, ultimately building trust and loyalty that lasts the test of time.

The best customer surveys keep your customers engaged and allow you to capture valuable insights that can in turn drive CX efforts.

However, while you might have a lot of questions, including all of these in your survey might do more harm than good. Too many questions can lead to survey fatigue, and ultimately lead to survey abandonment or subpar quality responses that would ultimately be misleading.
So as you get started designing, ask yourself if that question is really necessary. If it’s a survey you send frequently (ex.: NPS), try limiting it to a maximum of two questions. For the more extensive CSAT surveys that you might be distributing annually, you can ask a few more. However, look to offer incentives in the form of discounts, coupons, or services for customers who opt in, thereby showing them that their contribution is valued.

You can’t make everyone happy. So, when a customer leaves, it’s important to reach out and thank them for the relationship you’ve had so far. Ask them why they chose to leave and if there was anything you could’ve done to get them to stay.

An exit survey can reveal a lot about your customer experience. Ofttimes these can shine a spotlight on issues that have yet to come under your radar. At other times, it might give you an idea of market offerings that are drawing your customers away.
Either way, by understanding the factors that impact customer behavior, you can begin tailoring your strategies to design experiences, plan offerings, and create a roadmap for services your customers will love.

Too many surveys sent far too often can give your customers survey fatigue. It will often leave them irritated or annoyed, giving misleading answers, or ignoring the survey altogether.

That’s why the NPS was created. It’s a quick survey that doesn’t feel like a survey at all. With only one key question that needs answering, it reveals the insights you need quickly.

However, because it’s a quick survey with the same question, it’s important to implement touch rules that ensure that the same customer doesn’t get the same survey all too often.

Implement it at key touchpoints and milestones, when you really need to understand customer experience. For example, you could add this after a customers’ first online transaction, and perhaps after every 10th transaction thereafter to keep a track of how the experience is going.

You could also add it after customer support interactions to better understand if concerns were resolved effectively or not.

This allows you to capture insights regarding the customers’ journey without being too intrusive throughout their experience.