Test-and-learn strategies for meeting customer needs
Hero Digital is proud to publish our Financial Services Customer Obsession Report. This executive report helps financial services leaders use test-and-learn strategies to discover the needs of the people they serve.
Everyone wants to know what customers want. In the digital age, the dictum has turned its head: customers expect that you know what they want, and can deliver it to them seamlessly.
Financial services organizations face this challenge amid generational disruptions, volatile geopolitics, and record inflation upending economies and battering customers clamoring for stability.
Traditional financial institutions must improve their customer experiences before falling behind fintech and other competitors, while all firms should pace the needs of Millennials and Generation Z, who bank differently than their parents.
In this environment, only customer-obsessed companies can thrive. While there isn’t a magic customer-obsession switch, there are strategies to set you on the path to success. These tried-and-true approaches ensure your organization moves from a product orientation toward customer obsession.
“Customer-obsessed companies report 2.5 times higher revenue growth and 2.2 times better customer retention and employee engagement.”
— Forrester Research
Customer-obsessed companies use test-and-learn ecosystems to uncover truths about what customers truly desire. In the age of AI and ML-based tools, every touchpoint is an occasion for testing, and every employee is a purveyor of data insights. Likewise, every process and decision, save the most strategic ones, must pass the touchstone of testing.
To succeed, you must collect the right feedback, prepare to “fail” on the path to discovery, and pivot when necessary. All this must be done at scale.
Read this report to discover tangible strategies for accelerating your customer focus, creating bullet-proof value for those you serve, and building test-and-learn systems everywhere in your company.