Customer Experience in Financial Services - Liliana Petrova Speaks

Customer Experience in Financial Services

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  • Liliana Petrova speaks in front of a camera

    Customer Experience in Financial Services

    A few weeks ago we sat down with Drum to talk about CX (Customer Experience) in Financial Services. We shared company with IBM, E*trade, and MasterCard, to name a few.

    We talked about customer experience int he financial industry and beyond.

        • What do brands need to know to wow the customer?
        • How do you ensure adoption rate matches the business need of projects?
        • What is the most exciting customer experience trend in 2020?

    Listen to our great conversation with Drum and keep tackling customer experience in finance. Like any other industry, finance needs to cover the basics before investing too much in “wow” moments that cannot have an impact without CX basics in place.

    Enjoy our conversation!

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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