Rant & Rave - Finance Customer Experience
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Finance Customer Experience & Emotion
Transcript of Rant & Rave - Finance Customer Experience
Finance Customer Experience & Emotion
We create Ravers
Our aim is to help you create customer advocates, Ravers who love you and will go and tell the world what a great company you are.
We like brands who challenge the status quo
Digital… Behavior
The rise of personalisation
Say my name, say my name…
Storytelling
Richard Hytner Deputy MD Saatchi & Saatchi
“85% of decision-making is emotional”
Emotion
Forrester reveal 3 core factors of cx quality
Extracted from recent Forrester cx report Dec 2014
We need to capture the voice of everyone – or at least those that want a voice
Prevent mistrust by offering customers a voice
Surveys only capture a small fragment ofwhat customers are actually thinking
You have to act on feedback if youhave asked for it
The Voice of the Silent Majority
A highly transactional
industry is a great opportunity for
Moment of Truth® feedback
A great opportunity to adopt an outside in approach to customer experience
Sales + Churn stats
24% reduction in new-customer drop-out
40% overall customer churn reduction
41% feedback response rates
Improvement in business processesInsight used to support business case
Multi-Channel Solution
20% response rates
Legal threats preventedComplaints handlingprocedure improved
Proud to be working with…
