Even Covid increases the importance of a personalized relationship
Posted: Tue Jan 07, 2025 8:51 am
There is no denying that the recent pandemic has significantly impacted the way banks conduct business.
In most cases, Covid has given a strong boost to digitalization , pushing banks to rethink their internal organization (smart working is now a reality that is difficult to eliminate for many credit institutions) and the type of jordan whatsapp resource services offered, especially by exploiting mobile devices and highly integrated touch point systems with an omnichannel perspective.
But there is an aspect of the pandemic that has been overlooked and that, instead, is important: the increased need to deal with reliable brands, perceived as close and capable of treating customers as people , reserving them a treatment perfectly tailored to their needs. This aspect has translated into a trend - not yet fully exploited - that has also involved Italian banks.
In fact, according to the results of a recent research by KPMG, The New Consumer , on a sample of approximately 1,000 interviewees per nation, the prevalent psychological condition in Italy is anxiety and vulnerability (54%).
This has led Italian banks to change their approach to make it more empathetic and to become a reliable point of reference for customers in a period of considerable economic uncertainty , managing the forced migration of the offer to digital channels without losing focus on the human touch.
To continue to provide this closeness, in the future it will be necessary to push precisely on personalization , making it a lever through which to build a strong relationship of trust with the customer as well as a formidable tool for involvement .
In most cases, Covid has given a strong boost to digitalization , pushing banks to rethink their internal organization (smart working is now a reality that is difficult to eliminate for many credit institutions) and the type of jordan whatsapp resource services offered, especially by exploiting mobile devices and highly integrated touch point systems with an omnichannel perspective.
But there is an aspect of the pandemic that has been overlooked and that, instead, is important: the increased need to deal with reliable brands, perceived as close and capable of treating customers as people , reserving them a treatment perfectly tailored to their needs. This aspect has translated into a trend - not yet fully exploited - that has also involved Italian banks.
In fact, according to the results of a recent research by KPMG, The New Consumer , on a sample of approximately 1,000 interviewees per nation, the prevalent psychological condition in Italy is anxiety and vulnerability (54%).
This has led Italian banks to change their approach to make it more empathetic and to become a reliable point of reference for customers in a period of considerable economic uncertainty , managing the forced migration of the offer to digital channels without losing focus on the human touch.
To continue to provide this closeness, in the future it will be necessary to push precisely on personalization , making it a lever through which to build a strong relationship of trust with the customer as well as a formidable tool for involvement .