And just like that, 2019 has come and gone. Did you get everything that you set out to do when the year began done? New Year's resolutions are a healthy way to realign your priorities. Many vow to lose weight, eat smarter, improve their finances or spend more time with their family. However, if you're in retail business or retail banking, one resolution reigns supreme: boosting the customer experience. That is something we have in common. Like you, customer satisfaction is our year-round mission here at BranchServ and we are focused on finding new and innovative ways to make that happen. Subsequently, we couldn't be more proud of the fact that we were recently awarded with the Trailblazer Award by Nautilus Hyosung America; one of the world's leading producers of high-quality ATM technology, advanced terminals and automation solutions for banking.
What is the Trailblazer Award?
The Trailblazer Award is bestowed upon the Hyosung partner that has successfully placed the most core integration installations and solutions in the field. Indeed, since our partnership with Hyosung, BranchServ has aggressively pursued core integrations for their ATMs and advanced terminals. As such, we have essentially enabled our customers – banks and credit unions nationwide- to help their customers, both through automated technology and the enhanced interpersonal one-on-one interaction it supports at brick-and-mortar FIs.
The Trailblazer Award truly means the world to us, as it's a testament to all the time and attention devoted to innovation with the intent of improving our customers' experiences. By extension, it has supported enhanced recognition of the Hyosung brand and reinforced its position as a leading ATM producer and automation equipment provider.
"Enhancing the customer experience is often the difference maker in retailers' ongoing quest for buyer loyalty."
In today's instant gratification society, innovation focused on optimizing the end-customer experience has never been more important. And this is often the difference maker in retailers' ongoing quest for buyer loyalty. The same applies to banks.
Banks are great about great service
While there's always room for improvement, banking leaders, staffers and providers can be proud of the fact that they've set a high bar when it comes to customer satisfaction. Consistently, FIs are ranked quite highly in this regard among Americans when compared with other industries. In a Gallup poll, nearly 9 in 10 respondents said they viewed banks and credit unions as "excellent" or "good" in keeping them happy and satisfied, ahead of the post office, convenience stores, clothing retailers and fast food chains.
Additionally, in a more recent survey, roughly the same share of respondents (86%) said they were "very satisfied" or "satisfied" with their primary bank, according to polling commissioned by the American Bankers Association and performed by Morning Consult. Not only that, but close to 95% also said that the service they received was either "good" or "very good."
The component of service customers were particularly pleased by was with respect to ensuring their personal information didn't fall into the wrong hands. Over 40% said they trusted banks the most in keeping their sensitive data secure, well ahead of health care providers, the federal government, telecom companies and major retailers.
So what must you do to maintain or improve the customer experience – taking good to great? There's no single answer to this age-old question, as each person's needs are different. What consumers really want is for banks to be all things to all people. However, here are a few more specific consumer desires that Accenture found in its analysis:
- Integrated solutions for core financial needs.
- More personalized services that cater to their circumstances.
- Outside-the-box advice and deal offerings.
- Omnichannel banking across channels (online and in-person).
- Robust security measures for keeping sensitive information safe.
With 2020 just around the corner, make this year the one where you not only meet your customers' expectations but far surpass them. BranchServ can provide you with the electronic security, physical security, automation and service that can put your facility on the fast track to turning your resolutions into reality. Contact us to learn more. We look forward to working with you. Happy New Year!