Financial institutions are adding customer-driven appointments as a differentiator and driving more business
We can all agree that technological advances in the world of finance have been welcomed by customers from all categories. There are many instances when online just won’t cut it. Money is packed with emotional ties and often situations that call for privacy.
Trading stocks, checking balances, making deposits, and electronic bill pay have all removed the human factor for these rote tasks. Institutions have done a great job of making these interactions intuitive and safe, so it’s rare that customers need to have a one to one conversation with a financial representative.
There are, however, some instances when an appointment is the best option. Nothing can replace a sit down in a branch office with an expert to walk customers through the decisions that may impact their lives for years to come. Home loans, business loans, investments and planning often demand that human touch. The nuances, personality and frankness of the customer can inform the guidance from the institution.
As in most industries where “personal” has been added to the marketing mix (see personal shopper), the push to exhibit “always on” availability has saturated banking. Savvy firms including Bank of America/Merrill Lynch have made it easy for new or existing customers to “Make an Appointment”. By location, by an expert advisor, and by type of service all support the push to personal.
The benefits match what we believe at Setster. This is pulled directly from the Bank of America site.
- Speak to a specialist at a time that works for you – without waiting in line
- Tell us in advance what you’d like to talk about so that we can prepare
- Make sure there’s a specialist at the financial center who can answer your questions