Financial Services

Understanding the Drivers of Growth

Customers have memories, and will long recall dissatisfactory experiences at a retail bank. They will not hesitate to share their frustration with family, with friends, and with their community through social networks. Rebuilding a damaged customer relationship-if it can be done at all- is far more challenging and far more arduous (and ultimately far more expensive) than strengthening an existing bond. If your retail bank is seeking to grow organically, then urgency is paramount: build and sustain strong customer relationships today by focusing on the quality of customers' experiences.

As business moves beyond the hype of social media, the real value is in the ability to identify and align social media information to different stages of the customer purchase cycle.

A large Latin American bank partnered with TeleTech to retain existing customer just before their new product launch. TeleTech's targeted marketing strategy increased customer retention by 20 percent.

A private bank used TeleTech's unified technology infrastructure to centralize operations across multiple continents. The solution created visibility into key metrics and delivered a consistent customer experience that improved cash flow.

A large financial institution turned to TeleTech for help handling increases in customer calls. The cloud-based, work-at-home staffing solution exceeded customer satisfaction requirements by 110 percent.

When a multinational financial institution needed to implement a service-to-sales program, TeleTech's process improvements and sales training program generated 400 new sales during the first month.

A global financial services company implemented TeleTech's cloud collaboration technology to help tenured employees share their knowledge for widespread benefit. Within six months, customer satisfaction scores increased.

An online bank partnered with TeleTech to develop and execute a research-based customer experience improvement plan. Today the bank saves $900,000 annually and serves customers five times faster.

Six financial services companies created exceptional customer experiences and gained measurable results with help from TeleTech.

Learn how Total Relationship Loyalty increases a bank's bottom line by offering customers highly attractive and relevant rewards for building up their product and service portfolios.

Follow along one financial services firm's journey from a great to an exceptional customer experience to stay ahead of the competition, deepen customer loyalty, and increase profitability.

This infographic reveals customers’ expectations and frustrations with the financial services
customer experience.