“When IT is involved, it’s hard. IT rules the world at the banks, and the IT process is rigid, frustrating and painfully slow. It always feels like our project is the first one they’ve ever done. ”
Creating stickier relationships starts with a good data exchange process between the bank and its clients.
“Somebody has to manage the relationship, if the RM falls short, we pick up the slack, and we end up spending more time managing them than managing our business.”
Developing good bank service processes always trumps a good RM who eventually moves on.
“My bank knows exactly how many clicks it takes to do certain transactions, and that’s important. Their new system dashboard is 3 clicks to everything I need.”
Designing CX from the client’s perspective improves their productivity.
"Responsiveness is cultural. Some banks are better than others. There are three banks that stand above the rest – they have a lower tolerance for bureaucracy."
RM’s who know their customers and how they use their products.
"My top pain point is account analysis. It’s incredibly annoying. We spend way too much time validating and analyzing the banks’ statements. Making billing easier is my #1 recommendation."
Simplifying and bundling, pricing will win trust and confidence.
“Wire transfer system outages aren’t the same as an ATM outage.”
Clients have a limited tolerance for bank quality issues.
"Easy means using my language, not bank language."
Multi-channel two way communications that allow for customer preferences.
"Establishing new services is an ordeal. It feels like it’s the first time the bank has implemented the product. Banks have forms, but they don’t have a plan."
Client portals with clear status and task management tools.
"We see inconsistencies in documentation and compliance requirements between regions of the same bank. We’re educating them on their own policies."
Simple and streamlined account opening process with digital signatures.
"Easy is understanding my business."
Employees who stay up to date on trends in their customers’ industry and speak their language.
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