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MADE FOR ADOBE MARKETO ENGAGE . HOW ONE OF THE MAIN CHALLENGES FACING FINANCIAL SERVICES FIRMS CAN BE OVERCOME – AND MORE – WITH A PLATFORM DESIGNED TO PERFORM .
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Financial services organisations need to match – and ideally exceed – customer expectations .
Nowhere is this more apparent than in the vital task of providing seamless experiences .
• 89 % of consumers report switching to a competitor after a poor customer service experience .
After one bad experience with a company , 17 % of consumers will walk away . After several bad experiences , 59 % will leave .
But again , they feel that in many instances it ’ s simply not happening .
Only 43 % of customers and 34 % of high-net-worth customers feel that their bank is sending them relevant and personalised offers .
There ’ s good news though .
Financial services organisations are aware of the challenges they face ...
They recognise that things need to change .
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But customers aren ’ t impressed .
They hugely value customer experience – but think that many financial services firms are falling short .
• Only 27 % of consumers say they receive a seamless experience across their bank ’ s branch , online , and mobile channels .
Meanwhile :
Research among leading bankers showed the overall majority , 73 %, cite improving customer experience as their number one priority , followed by reducing operating costs .
• 63 % of financial services organisations ranked customer experience as their top priority . Financial services companies are shifting their focus toward the customer experience – and that includes inbound phone calls .
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• 80 % of investors under 40 indicated they would leave their asset management firm if it failed to provide an integrated channel experience
• 85 % of financial services professionals believe that responding to customer expectations faster is an urgent need for the business . Customers also value being treated as individuals .
72 % rate personalisation as “ highly important ,” while Millennials place the highest value on personalisation ( 79 %), followed by 75 % of Gen Z , 74 % of Gen X , and 58 % of boomers .
And with Adobe Marketo Engage , they can . That ’ s because Marketo for financial services offers :
Seamless buyer and customer engagement To keep audiences engaged across online and offline channels
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