Presented by Yodlee
Improving customer perception is good for your brand and bottom line. Join this VB Live webinar and learn to improve customer advocacy with hyper-personalized digital experiences, and more. Guest speaker Alyson Clarke, principal Analyst at Forrester, will highlight key findings from her recent report on customer advocacy in the financial services sector.
“Customer advocacy” is emerging as a key driver of customer satisfaction and engagement in financial services. Customer advocacy is a perception by the customer that the institution has their best interest in mind. This perception is developed over time through a variety of interactions and touchpoints. It includes the institution’s digital services, customer service representatives, marketing, and pricing, says Katy Gibson, VP of application products at Envestnet | Yodlee.
Traditionally, customers of financial institutions have had high barriers to switching providers. With the advent of digital account opening, transparent pricing, and the entrance of digital neo banks to the market, it’s becoming easier than ever than ever for consumers to shop around and switch banks. The main way banks can compete is through differentiated servicing – my bank knows me, understands my needs, helps me reach my financial goals, etc.