But our survey of 2000 British adults clearly demonstrates that their experiences do not match expectations and a large opportunity exists for those financial service brands able to build and maintain trust with consumers online.
When asked their preferred way to do their banking, nearly two thirds of UK adults stated digital over in-person, but less than a quarter considered the information they receive online from their banks as trustworthy. Engendering trust should be a priority for financial services brands as they develop their digital customer experience strategy to deliver on consumer expectation.
But how do you build that trust?
Learn how prioritising digital customer experience delivers the competitive edge:
Social media is the go-to channel for customers who seek answers to questions. Building an online community means you can leverage the power of the crowd to transform your website into a social destination and build deeper relationships.
Your social customer care agents need a comprehensive view of the customer that covers their last transaction to which social channels they use, and everything in between. Through leveraging a platform that allows agents to be more productive and efficient you can free them up to deliver truly creative and engaging customer experiences.
By understanding what a customer does and says online you create data-rich profiles that help deliver personalised connections. Leveraging the right data sources at the right time is key to delivering on the promise of digital customer experience and building trust, advocacy and loyalty.
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