Tag: bank customer experience audit

Confero announced that that the firm recently provided telephone mystery shopping research for the 2019 annual Stockbrokers.com Online Broker Review.     The research included gathering of 4,544 data points in nine different areas, which were used to provide ratings for the online brokerage companies.

You may hope that your associates embody your brand, but do you sometimes fear that employees don’t quite measure up to your brand’s image? When you achieve parity between brand and how your employees interact with customers, it pays off. When associates don’t mirror your brand, it costs companies plenty.

Social media customer interactions constantly evolve and serve to build the brand. As an example, 48% of consumers who used social media for customer service indicated that they used it to praise a company for a positive experience. Although social media creates impact, one fact remains the same: retail level associates remain a large part of the brand experience. In increasingly competitive environments with fast service expectations and sweeping technological changes, the store continues to be a mainstay.

Restaurants, grocery stores and banks all have something in common – an employee dress code.  Some companies, such as UBS in Sweden, have traditionally taken dress codes to higher levels.  A 44-page guide for employees contains specific directives about employee nail care, glasses and even underwear.  Recently, though, UBS announced that it will change its strict policies to more practical dress guidelines.  While most companies don’t manage company appearance down to such small details, many have some type of code in place, whether it includes wearing name tags or collared shirts, or directing employees not to wear jeans, nose rings or multiple earrings. 

While consumers benefit from improved financial literacy as required by the Consumer Financial Protection Bureau, financial institutions face tough challenges ahead in delivering customer experience in accordance to new standards.