Customer engagement in a digital era

There have been reports that the overall customer engagement at banks for customers using one of the digital channels like Online banking, mobile banking, etc. One of the most important aspect of customer engagement, is in fact engagement. You need to continuously engage with your customers through out their journey with you. This implies that you need to know what a customers journey is with your organisation: – What are the touch points where you come in contact with your customer; – What does the customer want to get done at each of these touch points & why? – What […]