While the modern customer demands digitzed conveniences like apps and reviewable social media interactions, they still expect to be treated as individuals and receive pleasant customer service. As artificial intelligence and computerization replace many interactive service jobs, it can be hard to meet your own customers in the middle. Fortunately, there are ways for today’s financial institutions to embrace the latest technology while still preserving the personalized attention of yore. Keep reading to find out how you can adopt best practices in personal banking and improve the mobile banking experience of your customers.
Ensure a Relevant Experience
Studies indicate that mobile banking is growing in popularity, and many customers are opting to forgo brick and mortar banks in favor of online or mobile banking, where they never have to go to a physical location. While offering these kinds of services can save your business money, it doesn’t mean corners should be cut alongside costs. The best personal banking service should be just that – personal.
Offer a platform that is simple to operate, performs well, and fulfills customers’ needs. As the millennial generation represents the largest part of the population using mobile banking habitually, consider an appealing GUI and fresh look and feel to add fun to the experience. Research and development and product testing can help you ensure you’re hitting the mark.
Offer Complete Seamlessness
Mobile banking gives your business a unique opportunity to do away with unpopular aspects of banking, such as waiting online, sitting in a long drive-through queue, or jumping through automated message hoops. Research reflects that phone calls are increasingly unpopular methods of contact with today’s banking customers, and minimizing or eliminating the need to dial a number will appeal to yours.
Likewise, allowing customers to manage their own accounts and handle their banking on their own without calling a customer service representative will empower them, showcase cutting-edge technology, and add tremendous convenience to their lives. Maybe traditional banking will never be ideal, especially in today’s fast-paced world. But that doesn’t mean your mobile banking experience can’t be perfect.
Make it Personal
As mentioned above, personal banking services need to be personal above all else. This means you need to understand your customers, their needs, their expectations, and their perspectives. That is to say that a millennial will bank entirely different than their parents or grandparents, prioritizing online payments and deposits, funds transfers, and the ability to place travel notices on their own accounts over paper checkbooks and savings management. Make sure your online banking experience reflects and respects the different banking needs and financial lifestyle of your customers.
When it comes to your online and mobile banking experience, you are uniquely poised to remove the unsavory aspects of banking and replace them with the sweet and memorable, like a user-friendly interface and individualized services that empower customers.
For residents of Antrim, Crawford, Wexford, Grand Traverse, Missaukee, and Kalkaska, MI, personal banking service is right around the corner. Forest Area Federal Credit Union offers mobile banking with text and audio services for 24/7 account access, and online banking accessible any time you’d like through your computer or smart device. Bank with Forest Area Federal Credit Union to experience truly exemplary personal banking service in Kalkaska, MI.