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Can good customer service determine whether people are happy with banks holding and using their personal data? Can an effective personalisation strategy help to improve customer experience?
Webhelp recently carried out some research on Customer Experience and personalisation within the retail banking Industry. Five hundred UK banking customers were surveyed and we’ve shared the results of this research here in multiple formats.
Our research demonstrates that good customer experience makes people more willing to give banks the personal information they need to create personalised communications. It also shows that the vast majority of people are influenced by personalised offers and communications. Banks that want to explore how to personalise their customer relationship need to consider this seriously – customers will not offer their data if they don’t trust.
And now we have our handy new infographic which explores our findings in a bit more detail.