The traditional approach to banking is transactional. Customers need to make a deposit or move money, so they interact with their bank to get the job done. Once the transaction is complete, the relationship stalls until the next time customers need help.
But in today’s connected world—buoyed by the growth of fintech startups—customers are looking for brands to be strategic advisors. It’s more about building a lasting relationship and providing continual value than checking off a transactional box. And although this trend is evident in the world of finance, the principle applies to every industry.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.