Provide a human touch in the digital world
Before we shifted to a digital-first world, the customer experience relied on a combination of face-to-face interactions and one-to-one phone conversations. There was a personal element to the experience and consumers generally did business with the financial institutions—and financial professionals—that operated in their community. So, it was only natural to develop strong, trusting relationships.
Now, it’s not uncommon for consumers to have relationships with several financial institutions spread across the U.S. and for most of their interactions and transactions to take place entirely online. But that doesn’t mean there aren’t opportunities for financial institutions to engage consumers directly and provide genuine, personalized service when it matters most.