Uncovering the Real Customer Experience Journey in Financial Services

Download Now

EXPLORE ONE OF THE BEST WAYS TO TRULY UNDERSTAND YOUR FINANCIAL CUSTOMERS: JOURNEY MAPPING.

Today, the customer journey is much more complex and varies widely across financial service institutions’ customer segments. The introduction of online and mobile banking and the advent of the debit card, enhanced service ATMs, and the automated interactive voice response systems in the call center, have created many new steps and alternative paths in the customer experience. A successful customer journey map can uncover these alternative paths by allowing you to see your customer’s desired outcomes, thoughts, feelings, emotions, and pain points at each step.

This article is a guide to help you develop a customer journey map for your customers’ experience that will allow you to view your organization and its process through the eyes of your customer. This article outlines a real-world example of how a financial institution used journey mapping to identify the root cause of attrition and strategies for increasing customer retention when investment representatives retired.

What is Journey Mapping?

A customer journey map is a visual representation of the journey a customer has with your brand, products, services, and people. It is important to note that journey mapping is not an appropriate replacement for quantitative efforts, but rather a good starting point or supplement to quantitative efforts. It includes multiple touchpoints from the customer’s point of view, such as:

  • Key moments and evaluation points in the process
  • Positive and negative components of the experience
  • Attitudes and emotions that may come into play

SOME OF THE WORLD'S BEST BRANDS TRUST MARITZCX

foxtel
dell
bnz
sparknz
origin
BMW

MaritzCX is the leading experience management partner for big business, and includes customer experience (CX), employee experience (EX), and patient experience (PX). The company combines an award-winning experience management platform, data and research science, and deep vertical market expertise to accelerate client success. Experience programs that are most impactful drive the right kind of actions throughout an organisation and support a strong business case. MaritzCX partners with large companies that insist on effective and high-ROI experience results. Customers include over half of the Global Fortune 500 and global brands from the Automotive, Financial Services, Consumer Technology, Patient and Healthcare, Telecom, Retail, B2B, Energy and Utility industries.

Free PDF Download

We promise to always keep your data safe and secure. You can unsubscribe at any time.

MaritzCX

MaritzCX

See why MaritzCX was named a Leader for Employee Experience Management
X