Do your customers clearly understand how you charge for banking products and services?

December 2, 2014 Kyle Thom

The problem

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?

 

feetransparency101Fee Transparency 101

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?

Request your copy of Fee Transparency 101 today

 

Interested in learning more?

podcast_iconCheck 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 info@zafin.com.

 

The post Do your customers clearly understand how you charge for banking products and services? appeared first on Zafin.

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