))
445) Humanizing Digital Experiences: A True Story of Why People Still Matter
Manage episode 446113367 series 3456377
コンテンツは James Robert Lay によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、James Robert Lay またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作物をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal。
In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction.
In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps in customer service and communication, such as disjointed digital experiences and the poor handling of contact forms. Through real-time secret shopping experiments, the podcast uncovers alarming blind spots, including instances where financial institutions' phone systems demand sensitive information upfront, like social security numbers, causing potential customers to abandon their inquiries out of frustration and mistrust.
Join us as we discuss:
Live Experiment: Calling Zappos (10:58)
Emotional State and Financial Decisions (13:45)
Live Experiment: Calling a Financial Brand (16:54)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
461 つのエピソード
シェア
