The hard line is that people now have zero tolerance for any bad digital experience. Deliver a sub-optimal experience, and people being the fussy hard-to-pleasers they are, won’t use it again. 68% even go so far as to say that it’s disrespectful for a brand to offer a poor experience in this day and age.
Get it right, however, and you’ll be rewarded with loyalty and untold fortune. Going by recent CX stats, businesses that focus on improving customer experience can expect an 80% increase in revenue. That might have something to do with why financial services businesses have made improving customer experience one of their top priorities.
Yet pursuing the perfect digital customer experience is a tall order for any business that isn’t Amazon or Apple. Just 9% of financial leaders describe their digital CX as ‘excellent’. So how can ordinary, everyday financial services businesses like yours (no offence) ever match up to expectations?
To answer that, we called in the experts. Josh Guest, CEO of award-winning digital consultancy, Transpire, and Amir Ansari, head of product design at Iress. They joined the Upfront podcast to talk about how financial services businesses can get over regulation and legacy technology challenges to improve their customer experience. You can listen to that episode here.
We extracted some killer advice on creating more loveable financial services experiences from that conversation. Read on.