Customer
·
Give customers reasons to trust
you. Not just once, but repeated over time
·
Make customers happy, make their
lives easier (not more complicated)
·
Segment customers and develop
value propositions for target segments, based on needs and behaviors
·
Measure and improve customer
loyalty, across product lines
Process
·
Rethink processes from a
customer experience perspective and create a superior customer experience
·
Optimize processes to present a
seamless face to the customer across all products and channels
Channel
·
Rethink branch operating models
and branch network footprint
·
Incorporate all channels into an
integrated customer experience.
·
Use technology to provide
multi-channel, more convenient access to products and services
Product
·
Create more transparent products
(for assets, liabilities, off-balance products)
·
Offer the right products to the
right customer segment based on their risk profile
·
Bundle products and services
relevant to a target segment to reward customers for keeping more products with
you
·
Build a strategic pricing
framework that drives relation deepening and customer loyalty
·
Train front staff to be able to
describe products simply and clearly, rightly target them and take new clients
properly on board
Service
·
Improve service operation
excellence. Train staff to delight your target customers.
·
Develop personalized
relationships with your most valuable customers. Redirect front staff time to
relationship-building with most valuable customer segments; automate standard
transactions through remote channels to gain efficiency
·
Align the service model with the
value that customer segments bring
·
Innovate your sales systems; improve
cross-selling and retention rates
aAbout Author: The author of this blog has a passion for writing and has written many blogs related to bpo, business solutions, customer service, outsourcing.
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