Excellent Customer Experience For Financial Services

This specialized training program is meticulously crafted for professionals in customer service, sales, and marketing within the financial services sector. Focused on cultivating skills for delivering an Excellent Customer Experience, the course covers vital aspects such as customer profiling, omnichannel marketing, effective communication, and data-driven strategies. With a thorough understanding of marketing mix and post-purchase relationship management, participants gain practical insights and strategic acumen to navigate the intricacies of the financial services industry. This course not only sharpens individual capabilities but also contributes to organizational success in delivering exceptional customer experiences.

Training Duration: 2 Days

SBL-Khas Claimable
Certificate Of Completion Available
Private In-House Class Available
ILT & VILT Class Available

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CLZKS-ECFS: Excellent Customer Experience For Financial Services

RM2,800.00

This course caters to individuals at all levels in customer service, sales, and marketing within the financial services industry. Using diverse teaching methods, it focuses on developing skills for delivering excellent customer experiences, understanding marketing strategies, and utilizing data-driven approaches. Key objectives include identifying customer types, applying effective communication, and creating personalized experiences. Modules cover topics such as customer profiling, marketing mix, communication skills, omnichannel marketing, customer feedback, data-driven marketing, and post-purchase relationship management. Assessment criteria involve practical application and understanding of these concepts.

The course underscores the importance of setting and tracking goals using various metrics and key performance indicators. Overall, participants gain a comprehensive understanding of customer-centric strategies in the financial services sector with an emphasis on practical skills and strategic insights.
Upon completing the workshop, participant will be able to:

Explain the importance of excellent customer experience in the financial services industry and how it impacts customer satisfaction and loyalty

Identify different customer types and their needs, and apply communication and active listening skills to effectively interact with them

Develop strategies to build and maintain customer relationships, and create personalized experiences for customers

Understand the role of marketing in financial services, identify key marketing channels and develop marketing strategies and campaigns for a bank

Target and segment specific customer groups for marketing purposes, and develop and measure the success of targeted and data-driven marketing campaigns

Understand the impact of digital channels on financial services marketing, and develop effective digital marketing campaigns for a bank

Collect and analyze customer data for marketing purposes, and develop marketing campaigns based on data insights

Understand an overview of different post-purchase services and programs, and how to create effective post-purchase service programs that meet customer needs and expectations
All levels with roles related to customer service, sales and marketing.
Identify different customer types and their needs in the financial services industry.

Apply communication skills to effectively interact with customers in a financial services environment.

Create personalized experiences for customers in a financial services environment.

Explain the role of marketing in financial services and how it can be used to promote customer service.

Identify key marketing channels and their benefits in a financial services context.

Understand the role of data in marketing for financial services.

Demonstrates an understanding of best practices for delivering exceptional post- purchase services

Describes how to track and measure the success of post-purchase services and engagement programs
Module 1:   Introduction to Customer Experience in Financial services

Examine the features of basic financial products in terms of their inputs, outputs, time frame and risk

Understand the trade-off between customer experience and risk management in the financial services industry

Introduce the Customer Journey Framework and its role in creating personalized experiences for customers

Understanding the impact of excellent customer experience on customer loyalty

Module 2:   Profiling and Segmentation of Customers

Interpret and use the Six Human Needs framework to identify customer needs

Identifying the different types of customers based on demographic, geographical, behavioural and psychographic factors and segmenting them into groups according to their needs

Understand the buyer decision-making process of different customer segments

Developing customer personas and customised cross-sell plans for targeted marketing

Module 3:   The Marketing Mix in Financial Services

Utilise the 5P’s of Marketing to identify the Unique Selling Point of the product

Identifying key customer touchpoints (both digital and physical) and their role as a customer service, sales and marketing channel

Apply the PESTEL framework to identify a marketing roadmap at the corporate level

Survey the competitor landscape to understand the perceived value pricing by the market

Module 4:   Building Customer Relationship using Active Communication Skills

Recognize the differences between transactional and relationship marketing

Understand the goals and emotional state of customers

Apply the DISC framework for effective customer interactions

Best practices for managing customer expectations, overcoming objections and complaints

Module 5:   Omnichannel Marketing Communications and Sales Fundamentals

Understanding the role and objective of omnichannel marketing in terms of brand awareness and lead generation

Appreciate the differences between the omnichannel marketing (measured in terms of reach, frequency) and sales funnel (measured in terms of conversions and closing rate)

Creating targeted messaging and offers for specific customer segments

Analyzing and evaluating the effectiveness of targeted marketing campaigns using digital tools

Module 6:   Collecting and Quantifying Customer Feedback

Overview of different feedback methods and channels, and how to choose the right ones for your business

Introduction of best practices for collecting and analyzing customer satisfaction (CSAT) data to improve customer service and product

The role of using Net Promoter Score (NPS) data to measure customer loyalty and promote business growth

The art of creating effective surveys and questions to capture insightful data

Module 7:   The Role of Data in Driving Customer Excellence

Understanding the role of data in marketing for financial services

Collecting and analyzing customer data for marketing purposes

Developing marketing campaigns based on customer data insights

Measuring the success of data-driven marketing campaigns

Module 8:   Maintaining Customer Relationship Post Purchase

Introduction to the concept of customer lifetime value (CLV) and customer corridor and the importance of maintaining customer relationships post purchase via continuous engagement

Overview of different engagement channels and tactics, such as email marketing, social media, loyalty programs, and events in driving repeat business, cross-selling, referrals and positive word-of-mouth

Best practices for delivering exceptional post-purchase services, such as personalization, proactive outreach, and follow-up

How to set goals and track progress using post-purchase metrics using different metrics and KPIs, such as number of complaints, retention, number of cross-sold products and referrals

CLZKS-ECFS: Excellent Customer Experience For Financial Services

OVERVIEW

OBJECTIVES

PREREQUISITES

AUDIENCE

ASSESSMENT CRITERIA

COURSE MODULES

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