In the News
In imagining the store of the future, it’s easy to get lost in the appeal of technology just over the horizon. And while being forward looking is important, it’s crucial to base any technological investments on improving customer experience and satisfaction.
There's a big disconnect between what consumers want and how banking providers see themselves. Financial institutions have an unrealistically rosy view of their performance, and their priorities don't align with consumers' expectations. Why aren't financial institutions ready to listen?
FIs might feel like they're intently focused on providing a personalized customer experience, but their customers might be seeing things a little differently, a new study finds. "The State of Retail Banking 2016: A Survey of C-level Banking Executives" was published by TimeTrade, a provider of appointment-driven personalization.
As luxury retailers already know, there is no replacement for a stellar in-store experience. No omnichannel technology can replace the effect of stellar face-to-face customer experiences provided in stores, where the majority of consumers still do their buying.
Many retailers are happy with their implementations, but adoption remains low - See more at: http://www.emarketer.com/Article/Whats-Going-On-with-Beacons/1014218#sth...
Personalization is a priority to consumers in banking, making customer engagement an imperative, according to The State of Retail Banking: Consumer Survey 2016 released by TimeTrade.
The increasing digitization of our global economy has fundamentally changed the way consumers and businesses interact. “On-demand” brands such as Uber have encouraged users to request and receive service directly from their mobile devices—no human contact required. This move toward more digitized and automated customer experiences has radically changed expectations for traditional brick-and-mortar industries, and banking is no exception.
Despite the ever-growing importance of online shopping and customer experiences, improving the in-store customer experience is still US retail execs’ top priority. Nearly half of retail executives said so, more than any other customer engagement channel.
The physical retail store experience rates tops in terms of retailer focus but personalizing the experience is not getting as much attention
Today’s connected, mobile world delivers instant gratification through “on-demand” goods and services.