rant & rave - finance customer experience
TRANSCRIPT
![Page 1: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/1.jpg)
Finance Customer Experience & Emotion
![Page 2: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/2.jpg)
We create Ravers
Our aim is to help you create customer advocates, Ravers who love you and will go and tell the world what a great company you are.
![Page 3: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/3.jpg)
We like brands who challenge the status quo
![Page 4: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/4.jpg)
Digital… Behavior
![Page 5: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/5.jpg)
The rise of personalisation
Say my name, say my name…
![Page 6: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/6.jpg)
Storytelling
![Page 7: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/7.jpg)
Richard Hytner Deputy MD Saatchi & Saatchi
“85% of decision-making is emotional”
![Page 8: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/8.jpg)
Emotion
![Page 9: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/9.jpg)
Forrester reveal 3 core factors of cx quality
Extracted from recent Forrester cx report Dec 2014
![Page 10: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/10.jpg)
We need to capture the voice of everyone – or at least those that want a voice
Prevent mistrust by offering customers a voice
Surveys only capture a small fragment ofwhat customers are actually thinking
You have to act on feedback if youhave asked for it
The Voice of the Silent Majority
![Page 11: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/11.jpg)
A highly transactional
industry is a great opportunity for
Moment of Truth® feedback
![Page 12: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/12.jpg)
![Page 13: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/13.jpg)
A great opportunity to adopt an outside in approach to customer experience
![Page 14: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/14.jpg)
Sales + Churn stats
24% reduction in new-customer drop-out
40% overall customer churn reduction
![Page 15: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/15.jpg)
![Page 16: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/16.jpg)
41% feedback response rates
Improvement in business processesInsight used to support business case
![Page 18: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/18.jpg)
Multi-Channel Solution
20% response rates
Legal threats preventedComplaints handlingprocedure improved
![Page 19: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/19.jpg)
Proud to be working with…
![Page 20: Rant & Rave - Finance Customer Experience](https://reader036.vdocuments.net/reader036/viewer/2022081506/55b5dd33bb61eb0d298b4603/html5/thumbnails/20.jpg)