The ‘Now’ Generation & FS Customer Service | Global Banking and Finance Review

The ‘Now’ Generation and FS Customer Service
January 12th 2014, Paul Sweeney, VoiceSage

Customer expectations have changed forever – how do financial services firms meet these changes and keep their customers happy, asks Paul Sweeney, director of innovation at VoiceSage

For Financial Services (FS) brands, customer service has never been more challenging. We live in an era of consumer empowerment, where expectations are higher than ever before and increased choice means consumers are more prepared than ever to take their custom elsewhere.

The recent launch of a white paper from VoiceSage and Serco looks at these rising customer expectations and what they mean for companies trying to keep customers happy. It emerged that being ‘incredibly easy to do business with’ has become the single most important determinant of consumer choice and ongoing loyalty, yet this is rarely where brands focus their efforts. So what should organisations be doing to ensure customer loyalty?

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