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Dr. Patricia A. Sahm & Deb Holton
#CGInsight I @InspiredbyCG
BANKING’S 911 MOMENTS OF TRUTH
HELP 911 The moment of truth, when the call is made.
WHAT DO YOU DO?
STOLEN WALLET 911 SCENARIO:
No Debit Card
No Credit Cards
No Cash
No Photo
ID
1 out of 3 customers experience a problem that was not completely resolved.
62% 20%
18% 62% of problems were completely resolved…
7%
22%
43%
28% …of those resolved, 72% of problems required 2+ interactions
Problem Resolved
Problem NOT Resolved
Problem Partially Resolved
5+ Interactions
3-4 Interactions
2 Interactions
1 Interactions
Resolved in ONE Interaction
Resolved in 2+ Interactions NOT Resolved
22%
74%
4% 10%
66%
24% 1%
36%
63%
No Impact More Business Less Business or Ended Relationship
• How did it change your opinion of the company?
• Have you or are you likely to do more business with them?
Describe a memorable customer experience:
• How well do you think your bank handles customer needs?
• What could your bank do to provide better service?
Compare that to your personal bank…
Five key customer experience principals:
Assume every consumer will have at least one 911
moment
Welcome 911 moments as opportunities
Empower your front line and make sure a single
person can solve a problem
Learn from the best and identify best practices
Develop your own 911 SWAT team to train and consult with your care
center
PREPARE & OBSERVE FOR 911 MOMENTS
Banks have one shot to earn customer trust and confidence.
38% Resolved in 1
Interaction
I have higher confidence in my bank since I know the problem will be resolved quickly
17% Resolved in 2+
Interactions
51% Resolved in 1
Interaction
I feel like a valued customer 24% Resolved in 2+
Interactions
22% Resolved in 1
Interaction
I implicitly trust the bank and my relationship with it is now stronger
10% Resolved in 2+
Interactions
INTEGRATE EARLY WARNING SIGNALS • Notifications • Tools • Customer
Driven-model
BANKING 911: Moments of Truth
Carlisle & Gallagher Consulting Group, Inc.
CONTACT US
Carlisle & Gallagher Consulting Group, Inc. 5601 Granite Parkway, Suite 1000, Plano, TX 75024 O: 704.936.1600 | [email protected] www.carlisleandgallagher.com | @InspiredbyCG
By: Dr. Patricia A. Sahm & Deb Holton E: [email protected]
