TURNING INDIFFERENT CUSTOMERS INTO LOYAL FANS
The biggest challenge your financial services company is facing?
INDIFFERENT CUSTOMERS.
Indifferent customers don't drive referrals.
Yet, referrals are the lifeblood for any financial services company.
The XM Institute study reported a DROP in Net Promoter Score (NPS) from 2020 - 2021:
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12% insurance
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13% banks
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18% investment firms
The divide between customer expectations and outstanding customer experiences is growing larger.
It’s no wonder we’re seeing this trend with all the challenges facing the industry:
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Managing hybrid offices
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Navigating workforce shortages
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Implementing digital transformation
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Complying with changing regulations
This means more customers are shopping around and customer churn is up.
Now is the time to double down on customer experience as a differentiator.
HOW DO YOU DELIGHT CUSTOMERS WHILE FACING REAL OBSTACLES?
Learn more about some of the services I offer to help clients delight their customers:
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It's personal.
While a lot of consulting firms assign you to someone in their pool of consultants, I work side-by-side with my clients.
"I've walked the walk"
As a result, I can accelerate the path to getting you results.
You can tap into years of experience from someone who has led a multiple award-winning CX practice from launch to maturity in the largest Capitol Region based bank. I have walked the walk through the full spectrum of a CX discipline so you can get help from whereever you are today.
"Mark expertly led a transformation in Sandy Spring's Wealth Management division. We had a tradition of excellent financial performance, yet, too often, operated out of silos...which limited us. We often performed heroics which would eventually hinder our ability to scale. Mark's deep experience in CX and his collaborative approach helped enlist the entire team for a whole new way of thinking and serving. We could immediately feel the impact to our team members and to our clients."
Mark Grunder Market Executive, F.N.B. Corporation
SELECTED ACCOLADES & ACHIEVEMENTS
Board of Directors (current)
Chair, Higher Education Subcommittee
Speaker and Panelist
Adjunct Professor
Customer Experience Management
MBA Program
Speaker
Michigan State University
CXM360
First 2X Winner
Award for Cultural Transformation
