Happy Friday! It's been a great week filled with new ideas and strategies to get me well into the first quarter of this new year! I have just a few final thoughts for you today...
First, I want to remind you that this is all about giving your customers and your potential customers a compelling reason to listen to your message while merely hearing the competition. Is it your offer, your brand, your new product, your amazingly involved CEO? Without knowing your situation I can only say that this is for you to decide and that "excellent customer service" is not a differentiator or compelling reason to listen...everyone claims to have excellent customer service! Just remember that when you communicate your compelling message it must be customized and targeted to the right audience (remember Ron Howard?) otherwise it will be lost in the noise of the marketplace.
Second, when you have your customers in your bank, strike up a conversation! Ask questions that will get to the root of their (financial) problems and help them find a solution (read: switch all of their accounts to you).
Third, give your customers a reason to stay. Entirely too many banking decisions are made out of ambivalence...The perception is that switching banks is hard, and we all know that perception is reality. Customers and non customers alike have not been given a compelling reason to either switch or stay...hence the ambivalence. Find a way to give your customers a compelling reason for both staying and switching everything else over to you.
And finally on this beautiful Friday morning, read another blog. I wanted to talk more about branding this morning, but I think "Customer Experience Matters" has communicated the message so clearly that you need to take a read! Click here for the link!
Have a great weekend :)
Jenna
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