Customer Delight, the final stage in the inbound methodology, is defined as surprising a customer by exceeding his/her expectations and thus creating a positive emotional reaction. Satisfied customers use your product, but delighted customers are loyal and actively promote your brand through word-of-mouth.

Good customer service typically means providing timely, attentive, upbeat service to a customer, and making sure their needs are met in a manner that reflects positively on the company or business.

Customer delight centres around the following points which the Bank should take care of.

• Let customers contact you whenever they want (Call centre with trained staff)
• Provide a superior level of convenience and security (Cyber security)
• Unify the user experience across your channels (provide hands on experience/guide the customers)
• Boost conversions through advanced support (staff to be trained)
• Learn about the client from the clients themselves (find out the customer expectations)
• Provide help in real time (through advanced technology)

Customer Feedback is most important to improve the service and subsequent customer delight.

• Product and Brand Health Feedback
• Customer Satisfaction Feedback
• Brand Loyalty Feedback
• Sales Feedback
• Customer Preference Feedback

Suggestions to improve customer satisfaction.

• Listen to customers To give customers what they want, you must know what they want
• Be proactive. That tracking becomes important when it comes to avoiding crises, or even simply reaching out to customers in a positive way
• Practice honesty and manage expectations in marketing
• Understand your customers

Technology is being used by many banks to improve the customer experience.

• CRM (Customer Relationship Management) tool - Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitabilityused to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions
• Enabling digital banking services (POS/ATM/IMPS, etc- NPCI products)
• Embrace Online Banking Technology
• Customer portal - this will help the customers to lodge their grievances /suggestions
• Social media
• Automatic call back if the lines are busy in all centres
• Live chat form a Call centre
• SMS text support - Inform the debit/credit transaction online to customers

Prepared by

Babu Venkitachalam

Banking Tech consultant