💥Selling is HARD! But you know what is harder? Buying.
Who do you think makes buying experience so hard and confusing?
🫵Sellers!
You see, this is a vicious cycle.
Have you tried to buy a financial product like a loan recently?
You go to a website, look at some loan products, then go to other websites, Google, and search for information. You return to your bank's website, browse again, and then see some ads, click on them… and you get the idea.
As you 👆 your journey in selecting the right loan is not leaner.
In the middle of all this, if you call your bank, the person you talk to probably has no idea what you are looking at, what you need, what you are trying to buy, or why!
💥You hit one of the organization's silos.
Now if you go to the bank website you probably still see the same order of products that you saw before starting to buy a loan. Even you maybe see a new popup on a new credit card with a better rate!
💥You hit one of the organization's silos – AGAIN!
Customers and prospects interact with brands via many different channels, such as Chat, Phone, Face-to-face, Email, Mobile, Web, Paid, e.g., Ads, Social media, and more!
For example, if the customer intends to buy a loan, why do banks promote credit cards that will reduce their creditworthiness and increase the risk of getting approval for the loan they need?
Think about it… in all organizations, #insurance, #banking, #financialservices, #health, and in many other segments and industries, marketing pushes products and services rather than solves customers' problems.
🚀The key to improving Customer Experience (#CX) is to be consistent about what customers need to achieve across all channels and every interaction in real-time so you don't confuse your prospects and customers. This is #personalization at scale in real-time!
If you are #CTO #CDO #CDAO #CIO #CCO #CXO then I'd like to know what are your approaches to solve this problem? Add your answers to the comment 👇
Posted here.
Published October 10th, 2024 at 07:30 am
