Customer insight deepens the bank’s relationships by fully engaging customers’ sales, service, and advice needs. Customer insight has been identified as one of the five primary challenges that major retail banks, from top 10 to regional, face regarding their teller strategy.
For bank tellers, access to customer insight positively affects customer engagement. While digital adoption reduces staff contact with customers, a consolidated view of customer information and activity increases a branch’s ability to optimize interaction with each customer. Bank tellers must have a 360-degree view of institutional knowledge, including information obtained through digital and human channels.
Robust customer knowledge includes:
- Products of interest and propensity-to-purchase derived through digital sensory technology and staff input.
- Self-disclosed financial goals and self-service digital financial planning solutions.
- Accumulated satisfaction scores submitted through intelligent questionnaires.
- Automated and staff-initiated customer engagement.
- Upcoming appointments and topics of interest submitted through online schedulers.
- Calculated customer attrition risk.
Robust customer knowledge provides bankers with powerful visibility into customer needs and the state of the relationship to uplift the level of service. It also equips staff to increase engagement relevance by focusing on immediate needs as well as long-term financial goals, deepening the relationship and building trust.
For more information, download the Teller Strategy in Today's World interview document.
