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Restoring Trust and Credibility in Financial Services
VRL Financial News Publishing, Sep 2009
Banking has always had more than its fair share of bad publicity, from unpopular branch closures and the threat to free banking, to persistent coverage of lending practices seen as unfair. And this negative exposure has only increased since the credit crunch.
Unfortunately for banks, a negative perception of financial services institutions is a boon for many of the alternative payment providers entering into the marketplace. Some of these, for example (perhaps change providers for) telcos and supermarkets, already have profitable, in-depth customer relationships in their existing sectors, and many of them are successfully transferring their approach to the financial services marketplace.
Providing the insight you need to restore customer trust
As the economic climate starts to steady itself, now is the time for banks and financial institutions to address their customer engagement strategy. Restoring customer faith and trust is critical to ensuring customers are not lost to these new entrants.
Restoring Trust in Financial Services explains how you can regain your reputation and your customers trust. Brand is not just your company's logo and colours it's about how you engage with your customers, from how you contact them to whether you are offering what they want or need.
- Using case studies, market insight and intelligence, Restoring Trust in Financial Services explains the following key points for an engagement strategy:
- Understanding customer engagement: why you should use customer engagement as a success measure
- Creating a socially responsible operation: people will pay more, and engage more, with a responsible company
- Inclusive banking: how to attract business by targeting otherwise underserved customer segments internal communication: why and how improving internal communications improves the customer relationship
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