Finance special

“Excellence in Customer Experience”

In a world in which banks are considered as commodities and customer acquisition is expensive; customer retention is becoming the top priority. Customer experience excellence as one of the major drivers for return on customer is a complex process with multiple dimensions.

“Return On Customer”, a concept created by Don Peppers and Martha Rogers

• An economic metric for calculating the rate at which customers create value
• A philosophy of doing business based on earning customers’ trust
• A toolset that comprises an ROC delivery platform

Customer retention

• Customer Advocacy
• Interaction Quality
• Trust & Commitment to Promises
• Transparency