Rant & Rave - Finance Customer Experience

Finance Customer Experience & Emotion

We create Ravers

Our aim is to help you create customer advocates, Ravers who love you and will go and tell the world what a great company you are.

We like brands who challenge the status quo

Digital… Behavior

The rise of personalisation

Say my name, say my name…

Storytelling

Richard Hytner Deputy MD Saatchi & Saatchi

“85% of decision-making is emotional”

Emotion

Forrester reveal 3 core factors of cx quality

Extracted from recent Forrester cx report Dec 2014

We need to capture the voice of everyone – or at least those that want a voice

Prevent mistrust by offering customers a voice

Surveys only capture a small fragment ofwhat customers are actually thinking

You have to act on feedback if youhave asked for it

The Voice of the Silent Majority

A highly transactional

industry is a great opportunity for

Moment of Truth® feedback

A great opportunity to adopt an outside in approach to customer experience

Sales + Churn stats

24% reduction in new-customer drop-out

40% overall customer churn reduction

41% feedback response rates

Improvement in business processesInsight used to support business case

Multi-Channel Solution

20% response rates

Legal threats preventedComplaints handlingprocedure improved

Proud to be working with…