Are your customers feeling more like a number than a customer?
Not too long ago, you could walk into a bank, shake hands with a loan officer and talk business. There was a relationship and addressing your needs was personal. That trust, confidence, and comfort in being heard and understood was expected and influenced your decisions as to where you conducted business.
Today, finding that same level of empathy and understanding from financial institutions online simply doesn’t exist. We’ve digitally transformed, scaled, modeled, and operationalized, almost to the extreme. But where does that leave the customer? How do they feel? It’s easy...they feel like a number and disconnected.
In a recent report published by PricewaterhouseCoopers (PwC), “Experience is Everything, Here’s How to Get it Right,” it reads:
“Give customers a great experience and they’ll buy more, be more loyal and share their experience with friends. Great. That’s what every company strives for. So why are so many consumers disappointed? Call it an experience disconnect: companies tout the latest technology or snappy design, but they haven’t focused on—or invested in—the aspects of customer experience that are the most meaningful. What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And one big connector: human touch—that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences. People are increasingly loyal to the retailers, products, brands and devices that consistently provide exceptional value with minimum friction or stress.”
We whole-heartedly agree. That’s why everything we do at Neuro-ID is to put the human experience back in the customer journey. Our technology provides a new behavioral layer with real-time analytics to look beyond conversion rates and into the interaction itself to reveal the reasons why customers are feeling frustrated, confused and hesitant, as well as behaviors indicative of fraud. Our Friction Index® helps companies measure, monitor, and reduce the friction that can unknowingly create bad experiences and damage the relationship between the brand and its customers. Our real-time actionable scores open a new window to better understand each customer, empowering companies to treat them as an individual, not a number.
Want to know more? Schedule a demo today.