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Customer Experience: Winning on the Front Line

Published by: TowerGroup

Published: Jun. 19, 2006 - 11 Pages


Table of Contents



TowerGroup Take-Aways

Report Coverage

Background

Exhibit 1 Customers' View of Their Experience with a Financial Services Institution (2006)

Why Focus on Customer Experience?

The Payoff

One Size Does Not Fit All

Exhibit 2 US Population by Ethnicity (2000-50)

Exhibit 3 US and UK Working, Retired, and Children Populations (2000 vs. 2030)

Changing Customer Expectations

Achieving Customer Experience Leadership

Exhibit 4 Model for Customer Experience Strategy (2006)

Technology

Exhibit 5 Enterprise Architecture as a Foundation for Customer Experience (2006)

Call to Action

Summary

Abstract

Customer diversity in financial markets is increasing. Successful FSIs in the future will serve customers by enabling a holistic, customer-valued, one-to-one experience as viewed outside in by the customer, thereby setting themselves apart in the market of easily commoditized products and services. Providing a valued customer experience can enable an FSI to acquire new customers and drive higher levels of customer satisfaction, customer retention, and profits. The pay-off will be less customer attrition and asset growth rates exceeding those of competitors by as much as 30%. Superior growth will also present more opportunities for up-selling, cross-selling, and customer-driven growth.

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