Make the customer experience truly omnichannel
Providing a holistic, seamless experience across multiple channels should be the core customer engagement strategy for any business, at any time. Customers need to know their needs will be met regardless of whether they are interacting with a bank employee in-branch, or raising a query over social media.
This is particularly true when external factors such as rising house prices, changes in interest rates or new legislation mean customers may seek extra reassurance and advice on important areas in their lives, such as their financial arrangements or home insurance provider.
But with tech-savvy customers able to transfer funds between bank accounts, renew insurance policies and book flights without talking to a single person, the role of face-to-face in the customer journey is dwindling.