When we look at retail banking, one of the primary culprits of a poor customer experience is the perception of erroneous fees and a lack of transparency around fees. How does this play out in the real world?
The solution: Moving from adversary to partner
How can we change the conversation with more transparent pricing?
In our introduction to the world of fee transparency, we explore the problem through the eyes of Karen, a real estate agent, and what the bank can do to improve Karen’s experience.
- Why should banks care about transparency, anyway?
- How can we give Karen the information she needs via self-service channels?
- What kind of value-added information can we give to Karen?
- How can we better prepare the contact centre agent to serve Karen?
- How does it all work?
Interested in learning more?
Check out our previous Relationship Banker Podcast as we explore the role of fee transparency in driving a superior customer experience in retail banking.
To schedule a demonstration on how Product and Pricing Lifecycle Management can help you deliver more transparent pricing to your customers, contact us at firstname.lastname@example.org.
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