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Mobile Banking For Customers Satisfaction
With clients who are increasingly using online and mobile channels for their banking, financial institutions can enhance their satisfaction ensuring both channels strong customer experience. A survey of customers of financial institutions from 35 countries, conducted in the first quarter of 2012 by the company and the association Efma Capgemini has revealed the willingness of consumers to increase the functionality offered by their online banking experience.
According to the responses to the survey, 7 in 10 respondents would like to make all transactions online, and about the same number would like to have full information about their accounts.
Customers were less interested in that banks will offer personalized online experience. Only 6 out of 10 said that it was important to them.
In general, customers of financial institutions, regardless of the geographical area of residence, said their experience was increasingly positive. But the highest rate of satisfaction was in North America, with 63%, followed by Central Europe with 56%. Western Europe stood at third place with 49%.
However, customer satisfaction with mobile services was very uneven across regions. In North America the positive experience had even fallen 2 percentage points between 2011 and 2012, showing that customers were not seeing fulfilled their expectations of service. However, central Europe has seen the mobile experience of its customers has improved significantly, from 26% in 2011 to 35% in 2012. Expectations about the capabilities of the mobile banking service are strongly determined by a number of regional factors, such as the penetration of smartphones, consumer habits and data costs associated with communications. Read the rest of this entry »
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Share With Friends Increase Marketing
In this interconnected world and despite increasingly have the views of consumers and users in social networks, personal contact and word of mouth is still the best way to get viewers to watch a movie.
According to the consultancy Ipsos MediaCT, 88% of Americans aged 13 to 49, prefer to share their opinions and suggestions with family using what might be called, traditional modes such as face to face (mouth to mouth or word of mouth) (53%), telephone (23%) or messages (12%). Only 12% prefer to use social networks (6%), email (5%) or otherwise online (1%).
Traditional communication “off-line” is also preferred to discuss the movie to friends (76% vs. 24%) or with coworkers (54% and 46%). Only for the other groups, the online option is preferred, with 63% against 37% of the offline.
While the “noise” may help in the marketing, the majority of respondents say they prefer to go to the cinema if they are accompanied (71%), slightly higher than those who say that a recommendation of a third party are encourag