Historically, financial institutions such as banks, insurance providers and investment firms leveraged mainly offline touchpoints and customer interactions, such as meeting with an advisor at a physical office or making an appoint to open up a new bank account. However, due to the widespread digital disruption within the Finance industry, this focus has since shifted. These same institutions are now focusing on two things: the quality of the experience and creating a connection in an online environment. As a result, the Online Customer Journey among Financial Institutions has notably evolved over the last few years.
https://mopinion.com/optimise-the-online-journey-for-financial-institutions/
The finance industry has been undergoing quite a few changes over the last few years. Financial institutions that were once very traditional are now looking to adopt best practices used by more agile and flexible FinTech organisations. These practices that will not only enable these organisations to adapt to a fast-changing and increasingly tech-driven industry ecosystem, but also meet the rising expectations of their research-savvy and technologically inclined customer base.
In this article, we will analyse the current state of the financial industry as well as summarise 5 best practices for Financial Companies entering into the ‘Digital Age’ .
https://mopinion.com/best-practices-for-financial-companies-entering-the-digital-age/
That is according to a study by market researcher Maru/edr, which found that less than half of financial services customers have been asked to give feedback in the last year.
This is despite the Financial Conduct Authority’s (FCA) Treating Customers Fairly policy suggesting that feedback is one of the best ways to comply with the initiative.
The research also shows that around half of customers think they can be treated unfairly by providers, while less than a third rate the communications they receive highly.
“Customer feedback is vital for brands looking to protect and grow their market share," Maru/edr chief research officer, Steve Brockway, said.
http://www.theactuary.com/news/2019/03/financial-services-firms-failing-to-capture-customer-feedback/
At a time when many leading global financial institutions are still saddled with poor reputations dating from the financial crisis, Bank of America, one of the world’s largest commercial banks, has invested in building credibility with its customers by listening and responding to customer feedback in real-time.
https://which-50.com/digital-feedback-powerful-builder-brand-trust-bank-america/
Bookmarks on this page are managed by an admin user. 
