STRATEGIC SURVEILLANCE
Financial services organisations need to match – and ideally exceed – customer expectations . Nowhere is this more apparent than in the vital task of providing seamless experiences .
89 % of consumers report switching to a competitor after a poor customer service experience . After one bad experience with a company , 17 % of consumers will walk away . After several bad experiences , 59 % will leave .
But customers aren ’ t impressed .
Only 27 % of consumers say they receive a seamless experience across their bank ’ s branch , online , and mobile channels .
Meanwhile , 80 % of investors under 40 indicated they would leave their asset management firm if it failed to provide an integrated channel experience .
Customers also value being treated as individuals . Only 43 % of customers and 34 % of high-net-worth customers feel that their bank is sending them relevant and personalised offers . But again , they feel that in many instances it ’ s simply not happening . �
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