![]() If I need to refer to a transaction, say, to dispute it - then I just log on to my account. To me a truth about a single point in time is no good to me. All these statements, core content for any bank, is ignored by me, the customer. I am getting these statements from all my banks, mortgage banks, credit card companies, 401k processors and financial advisors. Now in the last few years, those PDF statements are grossly ignored. I had a folder in my email where I used to set them aside. Then came PDF statements, at first unsecured and then password protected. My parents securely stored these under lock and key in steel cabinets. Products such as Salesforce that I have helped implement would allow for not only these basics but also for more social interactions.ĭecades ago, people had binders for their bank papers and statements. On a technology front, make sure implementation of a CRM, MDM, marketing cloud are all part of your road map. Service robots with natural language processing, self-supervised learning, mobility and navigation will rewrite these digital relationships. Artificial intelligence and robotics will eventually replace the teller, a la driverless cars.We are now serious multi-taskers and self-helpers and so during our next quarterly sales review meeting, we may just decide to open the bank app, change our address, update preferences, deposit a check or dispute a credit card transaction - all without our bosses getting to know it. Implement customer service chat, co-browsing for troubleshooting, web-to-case, chat-to-case, social-to-case options so that we are actively listening for grievances across all channels. Knowledge management and self-service should be a critical part of your solution. Many industries are moving to a lifetime value model for a customer, and I do not see why financial institutions cannot continue down the same path to a limited extent. I get that, but not for customer relations and the front office staff. ![]() The sales department’s job is to sell and so their biggest incentive is selling.
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