Banking on Customer-Centric Culture Change
By Susanne Pitts
Posted in Customer Engagement
While today’s marketplace is changing rapidly all the time, one very important idea is staying consistent. No matter the industry type or area of focus, every successful organization today must evolve alongside their customers to continuously satisfy changing—and always rising—demands.
The financial services industry faces particular challenges to keep up with customer preferences from federal regulations, compliance demands and security measures. They don’t usually have the flexibility and leeway that other industries do, so finding innovative ways to keep up with their customers is often needed.
Verint’s Jenni Palocsik, solutions marketing director, spoke to 1to1 Media recently about how showing employees and teams how they contribute to a business—through data-driven performance metrics—can help increase feelings of personal accountability and empowerment. Such employees often become more vested in their own success—and the success of the organizations where they work. As such, they are increasingly motivated to provide great customer service.
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