Slashing rates, decreasing or eliminating fees, and introducing “novelty” products may promote conquest sales, but these short-term sales and marketing ploys won’t sustain profitable, life-long relationships with customers.
Perhaps more so than before, lifetime value in the financial services industry is realized through establishing customer relationships that are built on trust, flexibility, and high-touch service.
CCMC is helping financial services leaders listen to the voice of the customer and nurture strong, enduring, and profitable relationships. CCMC’s voice of the customer analytics support a reliable, fact-based approach to pursuing lifetime value. We’re working closely with financial services companies across the industry, including:
- Banks – Retail, Commercial, and Private
- Credit card providers
- Mutual funds
- Insurance providers – Life, Auto, Homeowners, and Health
- Investment/retirement funds
- Brokerages
- Clearing operations firms
- Vehicle financing/leasing companies
Does your company know what matters most to customers and the bottom-line payback for delivering against those key drivers of the customer experience? CCMC has an acclaimed and results-based legacy of helping companies across the financial services sector listen to the voice of the customer and realize the benefits of delivering a better customer experience.
We’re collaborating with financial services clients on: »
- In depth satisfaction and loyalty surveys that
- Identify the key drivers of customer satisfaction and loyalty
- Pinpoint competitive advantages and disadvantages
- Define the image and brand of the institution/company
- Quantify the perception and awareness of existing products and services, as well as the feasibility of new offerings
- Identify the causes for lost customers
- Intensive, one-to-one interviews with C-level decision makers
- Customer satisfaction and loyalty tracking programs that improve the customer experience, increase customer loyalty, and promote positive word-of-mouth advertising in the marketplace
- Customer care assessments that engineer best practices in service excellence across touch points such as retail locations, contact centers, account management channels, and help desks
- Customer care training programs to enhance the communication skills of customer-facing staff