We’re beginning to see businesses return to normality – but it appears part of getting back to normal is ramping up the volume of irritating customer communications, advises Andrew Stevens, Principal, Banking, Financial Services, and Insurance, Quadient.
“The number of complaints accelerated towards the end of 2020, but now we’re in a worse position than before the pandemic. The sheer volume of spam calls and texts will take a toll on worried customers, who are already grappling with the energy crisis and soaring costs of living. So businesses need to pull the handbrake on annoying customer calls and texts, or they could hit record levels of complaints this year, which would hit revenues when customers decide to leave.”
With the cost-of-living crisis at the top of everyone’s minds, consumers are more worried than ever about their finances. Banks must provide helpful and personalized communication to demonstrate they are on the customers’ side. By bombarding customers with irrelevant content, banks are only exacerbating what is already a stressful time.
Instead, they don’t need to be sent innumerable offers or reminders, instead functions like spending tracking tools and searchable statements. Communications that highlight these valuable functions and how to use them, or give other ways to reduce costs, will be much more welcome. These are just a few topics we explore in today’s episode of Tech Talks Daily.
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