Customer Experience in the Banking industry
Are your customers at the heart of the evolution of your banking services?
Customer Experience in the Banking industry
Are your customers at the heart of the evolution of your banking services?
In response to high customer expectations for personalized, accessible, and secure banking services, evolving financial needs, and the presence of new competitors in the market, companies in this field must place customer experience at the core of their actions.
Whether the interaction is digital, over the phone, or in person, it is essential that your customers enjoy a positive overall experience, that your employees embody your values, that information about your services is easy to find, and that your brand image is firmly embedded in the minds of both current and potential customers. To achieve this, trust Lanla, a leader in customer, employee, and brand experience. We support you in improving and optimizing your customer experience.
Mystery shopper Real Consumer
Our mystery shopper programs are based on the real experiences of actual customers throughout their journey. Customize your programs according to your needs and the types of clients you wish to analyze (age groups, current or potential homeowners, high-net-worth clients, etc.). Deeply analyze your performance and that of your competitors, whether in terms of customer experience or the various available offerings. Measure the application of service standards across all departments, whether it’s during a meeting with an advisor (wealth management, mortgage loan, etc.) or a visit to the service counter. Guide your managers and teams towards consistent performance across your entire network.
Continuous Survey – Voice of Customer
Rely on our Voice of the Customer (VOC) satisfaction survey programs to capture real-time feedback at various stages of the customer journey, whether it’s after financial advice, an investment, a loan, an appointment booking, or the customer service experience (in-branch or over the phone).
Take advantage of our Hexia platform to easily track key customer experience indicators, such as satisfaction at each service stage, Net Promoter Score (NPS), and Customer Effort Score. Enhance your online reviews by guiding promoters to social networks and respond swiftly to dissatisfied customers.
Hexia.local
With Hexia.local, broadcast the essential information of your institution across various directories to increase your visibility and traffic. From opening hours to Google My Business (GMB) posts, we help you stand out from the competition. Our platform centralizes the management of your information on multiple directories, making it easier to handle listings, duplicates, reviews, and comments. Features like automated review responses and template creation simplify your management. Measure and optimize your SEO with reports on branch performance, reputation management, and local keyword positioning.
More Banking Solutions
Discover how Lanla and its offerings in customer experience, employee experience, and brand experience can help grow and retain your clientele.
Positioning and Occasional Surveys
By adopting a multidimensional approach, we combine our respondent panel with your customer lists to precisely measure your brand awareness, customer and brand perception, as well as the habits and motivations of your loyal, non-loyal, and potential customers. Lanla is here to help you identify your change drivers and implement strategic and personalized action plans to stand out!
Our tailored surveys are customized to your specific needs and can provide valuable insights into customer decision-making processes, customer relationship management, organizational promise adherence, reasons for attrition, and the identification of customer segments (personas).
Employee Engagement Survey
Our employee engagement surveys guide your action plans to mobilize and retain your teams (financial advisors, customer service, managers, etc.). A detailed diagnostic report (global, by branch, and by manager) is produced to precisely identify change drivers and obstacles affecting team engagement. Once all data is collected, personalized action plans are implemented to help you achieve your goals and turn your employees into brand ambassadors.
Conferences and Training Workshops
Leverage the analysis results from our customer, employee, and brand experience measurement programs to design tailored training sessions and conferences for your staff. Our approach allows you to customize these activities based on your values and objectives, covering topics such as Net Promoter Score (NPS), awareness of the importance of customer experience, managing detractors, skills and attitudes, strategies for overcoming objections, leadership, and team management, among others.
Data Analysis and Valorization
Lanla offers a personalized approach to data analysis and valuation. Quickly identify key drivers of change to focus on the operational elements that impact your clientele the most. With the help of our experts, optimize your data usage, maximize your results, and turn them into operational, strategic, and marketing assets.
Brand identity, communication tools, and digital marketing
Discover how a clever brand concept can completely transform your communications. By combining strategy and creativity, our brand experience experts are here to bring your vision to life. Whether you need print or digital visual supports, a rebranding, internal documents (annual reports, management presentations, employee experience programs, signage, etc.), or a brand awareness campaign, we deliver with passion, transparency, and professionalism.
FAQ
How can banks measure customer satisfaction?
Gather feedback after a specific interaction: an appointment with an advisor, a phone inquiry or an online task. A short Voice of Customer survey can assess the clarity of explanations, how easy it was to reach the right person and whether the request was resolved. Review results by type of task and channel, then examine transitions between digital services, the phone and the branch. Good ratings for individual contacts can hide a journey in which customers have to repeat their needs to several people.
What does a bank’s NPS reveal?
The Net Promoter Score (NPS) indicates customers’ likelihood to recommend a bank. On its own, it does not explain what drives that intention. An open-ended follow-up question helps reveal the role of the advice received, follow-up or ease of completing a task. Distinguish a measure of the overall relationship from one taken after a specific interaction, and compare results collected under similar conditions. Comments then help identify issues to address and strengths to preserve.
In this CX Minute, Christian Watier explains why an NPS score needs to be considered alongside the reasons customers would or would not recommend a business.
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