Does your customer experience live up to your brand promise? Are you exceeding or falling short of your customers' expectations?
Maybe your delivery is just about average and ready for a little TLC?
Our new study CX+ shows you how to close the gap between brand promise and customer experience… and achieve greater levels of:
SATISFACTION, LOYALTY, ADVOCACY and PROFITABILITY.GET THE LOW-DOWN ON CX+
We talked with 6,000 people in the U.S., and asked them what they expected from their bank, what their actual experiences as customers were, and how these experiences compared with the brand promises. We then calculated the CX+ score for each bank by combining their CX performance and their Experience Gap.
These are the brands that hold the Experience Advantage.
Find out how these organizations compare by downloading the full report.
Leading CX+ banks are clearly focussing on brand purpose, efficiency and authenticity in the way they engage with people at each touchpoint across their customer journey – and this is paying off for them, both commercially and reputationally.
Customers of CX+ leaders in the U.S. are:
More likely to recommend their bank to a friend or colleague
More willing to take up new products with their bank
More likely to place more business (deposits and investment products) with their bank
What people want from brands (and therefore what they are spending more of their money on) is the experience, so marketers must find ways to turn goods into experiences, and to find new sources of value to meet growing experiential competition.”J. Walker Smith
Chief Knowledge Officer, Kantar Consulting
The increasing focus on experience means that organizations are looking for new ways to increase the breadth and depth of their relationships with customers. Many have the aim of being a lifestyle brand.”Erika Pearson
EVP, Customer Experience, Insights Division, Kantar
Recognizing and addressing the depth of negative emotions that people can feel when things go wrong with their money – from anxiety to fear, and even desperation – can turn a negative situation into a positive, memorable moment.”Julie Parker
CX Lead - West Region, Insights Division, Kantar
The reality is that it’s not humans versus technology: it’s when humans and when technology. Each has its strengths and limitations based on your customer segments, their needs, and the situation. Many of the best solutions are a blend of approaches.”Liam Hickey
CX Lead – Central Region, Insights Division, Kantar
Keeping up with the pace of change while maintaining service levels has never been more difficult for U.S.
banks. Customer expectations are skyrocketing in the 24/7 economy, legacy trust issues are re-surfacing,
and technology is replacing human tellers.
In this fast-evolving marketplace, can you afford not to seek the Experience Advantage?
To download the ,
please enter your details here:
Want to know more about the performance of your organization and how you compare to the competition? We’d love to talk to you about how CX+ can help you achieve the Experience Advantage.
Send us a message and our CX+ team will be happy to get in touch and answer your questions.Contact us