THERE’S ONE WAY TO GIVE YOUR CUSTOMERS WHAT THEY WANT
In an era driven by exceptional customer experience, consumers are more demanding than ever. Banking customers are no different.
Customers have come to expect the same level of service from their bank as they get from the leading tech and retail brands. And if they don’t, they’ll seek it elsewhere. But, to go beyond and provide the experience your customers want you need to understand their journey and use that insight to personalise every interaction, every time. Do this and you can bank on a real relationship that will last the distance.
Our ONE Engagement Hub delivers customer engagement, with interest…here are three ways ONE will help you.
Keep Your Ear To The Ground
Customers won’t stand for a one-size-fits all approach. They want you to know them, they want you to use the information they’ve given to you so they don’t have to remind you who they are every time they get in touch with the bank, so they don’t receive irrelevant offers and communications about products they don’t care about, so they feel like you’re treating them as a human being not a number.
To do that you need to listen…
ONE listens to your customers
ONE recognises your known and anonymous customers whenever they come into contact with your bank. ONE then links online and offline cross-channel and cross-device behaviour with your existing system of record, creating a unique and real-time profile for every customer. It provides you with a truly omni-channel customer view.
FOCUS ON YOUR CUSTOMERS’ ACTUAL JOURNEY
Customers are on their own individual journey with you, sometimes more than one. They don’t think in terms of channels, funnels, departments or products, they just want a seamless, joined up flow of experiences to meet their banking needs. They want you to understand their context and make it easy to get what they want in the moment they need it.
Understanding the real-time journey is the key.
ONE provides real-time journey analytics and insight
ONE shows you customer journeys in real-time, uncovering individual customer insight you’ve never seen before. It presents your team with omni-channel journey visualisations and powerful analytics, reflecting actual (not perceived) customer behaviour and context throughout the entire journey. What’s more the insight is designed to be actionable, so you can use it to guide every conversation.
MAKING BANKING PERSONAL
To build engaged relationships, increase trust and loyalty with your customers every interaction needs to be thought of as an opportunity to deliver value to them. Journey insight and context needs to drive every conversation you have with your customers online and offline, so you can make relevant recommendations and dynamically guide the customer journey whenever and wherever they interact.
Add the personal touch, every time.
ONE Personalises Every Interaction
ONE uses the insight it gathers to personalise every conversation throughout the entire customer journey. It uses journey context and behaviour to make intelligent decisions to personalise the next conversation whether that’s online, in the banking app, with a call centre agent, in an email or in the branch. With ONE every conversation you have with your customers is joined up, seamless and based on their individual needs.
Journey Orchestration, and its ability to make instant decisions in the customer’s best interests, at scale, has become a critical capability. Read these use cases to understand how ONE’s Journey Orchestration can transform customer experiences in retail banking.
YOUR GUIDE TO BETTER CUSTOMER RELATIONSHIPS IN BANKING
We know you want to do it, but starting off can seem a little daunting. Don’t worry, we’ve put together this handy guide to achieving better customer relationships and building trust with customer engagement. Read it and see how we can get you up and running, fast.