3 6 0 ° v i e w of t h e 360° - polycom...[infographic] 360 degree view of the customer author: by...
TRANSCRIPT
1http://blogs.forrester.com/lori_wizdo/12-10-04-buyer_behavior_helps_b2b_marketers_guide_the_buyers_journey
2http://www.mckinsey.com/insights/marketing_sales/the_coming_era_of_on-demand_marketing
3http://www.forrester.com/US+CrossChannel+Retail+Forecast+2011+To+2016/fulltext/-/E-RES76281
4http://www.businesswire.com/news/home/20120719005875/en/About.com%E2%80%99s-%E2%80%9CThe-Trust-Factor%E2%80%9D-Study-Finds-Trust#.U_Z91mSwL60
5 http://www.slideshare.net/fullscreen/EdelmanInsights/2014-edelman-trust-barometer-financial-services-industry/5
SOURCES
Discover how FSIs embed collaboration into business workflows to learn about customers and connect with them in more meaningful ways. Download the paper,
Addressing the Customer Trust Deficit: Six Steps to Customer Centricity and more informative resources for financial institutions.
Leading financial institutions enable the 360° view of the customer to defy distance between
relationship and profit.
#DefyDistance #HIVE
FSI CUSTOMER
360° VIEW OF THE
TRANSAC
TIONAL
INCOME
�
LIFESTYLE
�
RECENT
�TR
AN SACTIO
NS
Mind the Customer’s Digital Footprint
Trust is Earned
BEHAVIORAL
BRANCH
AC TIVITY
�
CURRENT
PRO D U CTS
�DIGITAL
ACTIVITY
�
In addition to moni-
toring transactional and behavioral activity,
FSIs are advised to mind their customer’s digital footprint across social media and other third
party sites.
The financial services
industry consistently ranks the least trusted industry
globally by consumers.5 It’s now up to institutions to engender
trust through performance. Meaningful increased engagement has been
proven to increase customer loyalty.
But getting a better view of the new customer requires that FSIs connect the dots between transactional and behavioral data from public and private data sources.
The Evolved CustomerThe new face of the customer is digitally connected, highly informed and more demanding. They demand access to financial information anytime, anywhere, on any device - similar to their other digital and mobile experiences.
�
Building the FSI Customer 360º View
1Provide 24/7/365 AccessibilityDeliver the right interaction - anytime, on any device.
2Simplify
Limit extraneous steps, information and complexity.
3Personalize
Provide customized, predictive interactions.
Keys to Earning Customer Trust & Loyalty
360°