{"id":6010,"date":"2025-04-10T07:47:06","date_gmt":"2025-04-10T05:47:06","guid":{"rendered":"https:\/\/linistry.com\/?p=6010"},"modified":"2025-09-24T14:32:17","modified_gmt":"2025-09-24T12:32:17","slug":"the-modern-banking-customer-experience","status":"publish","type":"post","link":"https:\/\/linistry.com\/de\/resources\/the-modern-banking-customer-experience\/","title":{"rendered":"The Modern Banking Customer Experience"},"content":{"rendered":"

The Boston Consulting Group <\/span>(BCG) <\/span>Personalization <\/span>F<\/span>ramework helps banks understand what they need to do so that their customers perceive the banking service as personal.<\/span> <\/span>The model describes several main elements from the perspective of the customer. <\/span>The branch network should be a critical instrument in <\/span>providing <\/span>this<\/span> <\/span>personalized <\/span>customer <\/span>experience<\/span>. <\/span>This <\/span>blog<\/span> <\/span>introduces the <\/span>BCG Personalization <\/span>F<\/span>ramework and <\/span>shows<\/span> <\/span>branch network<\/span>s <\/span>how to <\/span>personaliz<\/span>e<\/span> customer journeys<\/span> based on the framework<\/span>.<\/span><\/span>\u00a0<\/span><\/em><\/p>\n

Empowering the customer\u00a0<\/strong><\/h3>\n

Empowering customers means using information about the customer to help them achieve a goal and providing them with a great experience in the channel they choose when they need it.<\/span>\u00a0<\/span><\/p>\n

Supporting customers to achieve their goals may involve:\u00a0<\/span>\u00a0<\/span><\/p>\n

Education<\/span><\/b>\u00a0<\/span><\/p>\n

Education is used to generate awareness of \/ interest in a banking product. By helping customers comprehend \ufb01nancial concepts, market trends, and products relevant to their needs, banks can build trust and establish themselves as reliable experts.<\/span>\u00a0<\/span><\/p>\n

Inspiration<\/span><\/b>\u00a0<\/span><\/p>\n

Inspiration occurs when a customer discovers a desirable opportunity (trigger) that aligns closely with their needs and circumstances (resonance). Inspiration motivates action. Therefore, the primary goal of in-branch consulting should be to highlight and discuss topics that deliver value to the customer.\u00a0<\/span>\u00a0<\/span><\/p>\n

Continuous Engagement<\/span><\/b>\u00a0<\/span><\/p>\n

Engagement is an ongoing activity, not something that happens only when the bank wants to sell. Consistent engagement enables banks to gather valuable customer insights and tailor their offers with precision, enhancing relevance and effectiveness.<\/span>\u00a0<\/span><\/p>\n

Access<\/span><\/b>\u00a0<\/span><\/p>\n

Frictionless customer journeys are the means of letting customers access products and services that make their lives easier. This involves making sure that customers get easy access to their consultants and to services.<\/span>
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<\/span>To achieve the above objectives, banks should consider the following when empowering customers:\u00a0<\/span>\u00a0<\/span><\/p>\n