Customer Experience Management in Banking
The banking experience is like interactions a customer perceives along the entire journey till completing their process in banks. The banking sector has to provide a good banking experience to their customers. WHAT SORT OF OUTCOMES DO CUSTOMERS WANT TO EXPERIENCE IN BANKS? Ø Necessary insurance should be covered for the customer’s needs and expectations. For example the money lost in any situation the bank has to take necessary steps to arrange and get the money to the customers. Ø Bank staffs must approach the customers as friends (well wisher to guide in a proper way. For example: loans, FD deposits, lockers etc). Ø Access -Consumers should have access in products and services that meet their need and capabilities over their lifetime and in different personal circumstances. Ø Bankers should act as a socially responsible entity to take care of poor/down trodden people day to day requirements. Ø Cho...