- The recession is offering financial services the opportunity to engage with customers
- Contact centres shouldn't always stick to the script to offer good customer service
- The Treating Customers Fairly initiative is a potential threat to customer service
- Data analysis, management and effective communication helps nurture brand communication
The ongoing repercussions of the credit crisis and the immediate and longer term effects of the recession we now find ourselves in mean even the most stoic of individuals may be fearful of their unfolding financial situation. Yet, within this uncertainty could be a valuable opportunity for financial services brands to engage with their customers on a more personal and human level; potentially enriching their relationship and shielding it from further harm during these stormy times.
However, financial services brands must also tread carefully. Taking the time to show genuine concern and to offer real support to customers facing financial instability can deliver a hugely positive result if handled correctly. But a heavy handed or ill-informed approach could easily turn customers off and do lasting damage to the brand’s reputation.