A Customer Experience Maturity Model
April, 2015. Deloitte.
This report argues that customers have changed drastically over recent years and that new entrants are “mastering the art of simplicity and innovation and … are spoiling consumers with an experience that seems light years ahead of that provided by banks”.
Banks are measuring service quality when they need to measure customer experience. The former concentrates on measuring things like Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Key Risk Indicators (KRIs) and how service standard are set. Customer experience, on the other hand, is the sum of all interactions (journeys) customers have throughout their lifecycle with the bank.
Customer experience is a holistic concept that affects all areas of a bank’s operations and organisation.
It requires banks to shift from being reactive
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