Banks in South Africa, let’s have a conversation

The image people form of an industry or company is based on the experiences they have, implicitly or explicitly, when dealing with its offerings. A recent study by Businesstech.com affirmed that the value of the customer experience in banking cannot be overstated. Customers want to know that they are valued and that their money is well managed. After all, most people’s finances are extremely personal.

Typically, banks in any given country are ranked based on a multitude of elements, and much of the data available to date can be understood in different contexts. These competitive distortions are economically significant and help to keep ‘too-big-to-fail’ banks in business. In the matter at hand, it’s evident that, focusing on the issues that most concern consumers with their banking needs and beyond, will serve as differentiators among competitors large and small. 

eKomi’s findings suggest that customer requirements are rapidly changing. Banks must make the customer experience the starting point for process design in order to meet these needs. In today’s technology-driven world, banks have numerous opportunities to innovate and improve the customer experience, beginning with customer service. 

Customer service, you see, is an essential component of a quality customer experience because it directly influences how your customers interact with your organization. Failures in customer service can easily censure a customer’s impression of your bank and sour the entire customer experience.

With numerous scandals rocking the industry, banks have lost consumers’ trust on a massive scale. Reputation management for banks is now considered an essential strategy for building customer trust and loyalty. That’s why having the right reputation management strategy is crucial to earning customer trust. 

If there is anything to be learned from this; it’s that the customer’s needs should always be a priority. To get exceptional and personalized reputation management services, consider giving eKomi a try. To that end, it is critical that you not only look for ways to improve customer service, but also look for ways to completely exceed customer expectations.