What are consumers looking for now?
Consumer expectations before and after COVID-19
Research conducted by Salesforce found that consumers were looking for four things before the COVID-19 pandemic started. Those expectations have only been amplified since.
1. Values
2. Innovation
3. Trust
4. Experience
Your institution’s values can weigh heavily in a consumer’s decision to open an account. Does your brand align itself with service? And how are you demonstrating that in this critical time?
The companies creating brand loyalists right now have sprung into action — using technology but also innovating with new ways to serve people better.
Data security is still important in building trust with account holders, but now health safety measures are too. If your branches are open, have you put in precautions to keep people safe?
A great consumer experience could happen either in branch or online five months ago. Now it’s imperative you offer a seamless, end-to-end digital journey.
Before
After
Before
After
Before
After
Before
After
Win new account holders and create brand loyalists during a difficult time by focusing on Values, Innovation, Trust, and Experience.
Mission statement on a website
Actively helping your community
Tellers helping consumers online
AI chatbot helping consumers in
real time
A secure website
Masks, sanitizer, social distancing signs
Consumers coming to the branch
Consumer service and onboarding online
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