65 percent of consumers say they have cut ties with a brand after just one subpar experience, making it critical to create an amazing customer experience
Banks and lenders have invested billions of dollars on their brand to acquire and retain “customers for life” but this is more often myth than reality. And it’s only getting harder for banks and lenders, as consumers’ brand-loyalty wanes and new well-funded financial services startups capture their attention.
Banks and lenders will only win the coveted “customer for life” if their entire strategy is customer-centric and focused on meeting – and exceeding – rising consumer expectations. They must leave behind the idea that national brand alone will be enough to keep customers returning and instead, focus on cultivating relationships that engage customers beyond transactions.
“People don’t want a mortgage or a 529 plan, they want what that product can do for them – give them a home to raise a family or allow them to send their kid to college,” said Joe Welu, Total Expert founder and CEO. “At Total Expert, we are proud to give banks and lenders the marketing and sales solution they need to empower their salespeople and relationship managers to form deeper, more personalized relationships and engage with consumers organically throughout their lifetime in a wholistic fashion.”
It’s a goal requiring deeply sophisticated marketing automation, and it’s the premise behind Total Expert’s new Journey Creator.
Journey Creator leverages data to anticipate the needs of consumers based on life events and empower personalized marketing and engagement – with the end result being that banks and lenders are continually engaging consumers with relevant content and always adding value. And more than just a marketing engine, it is a simple drag-and-drop tool allowing financial marketers to create customized and personalized marketing and communications programs.
Total Expert is the creator of the financial industry’s first and only Marketing Operating System (MOS), which personalizes and automates communication and engagement throughout the customer lifecycle at scale across the company. Journey Creator, now the centerpiece of the MOS, empowers banks and lenders to build highly customizable, automated and repeatable experiences with global tracking to give them an intelligent, 360-degree view of the customer and partner lifecycle.
“Journey Creator is not just a product feature, it’s a gamechanger for how banks and lenders are doing business and spending their time and money,” said Welu. “A 5% increase in customer retention produces more than a 25% increase in profit, showing just how critical it is for banks and lenders to cultivate customers for life. At Total Expert, we’re committed to providing the tools and resources their salespeople and relationship managers need to accelerate marketing and sales initiatives and grow business.”
In addition, Journey Creator is enhanced by Expert Content, a powerful and comprehensive set of marketing content and industry best practices designed to help lenders and banks increase marketing and sales velocity.
ABOUT TOTAL EXPERT, INC.
Total Expert is a fintech software pioneer of the first modern, enterprise-level Marketing Operating System (MOS) that enables lending and financial services firms to create customers for life by blending human relationships with digital simplicity. We power marketing and revenue growth for 10% of $2 trillion per year U.S. mortgage industry, and ensure banks and lenders stay ahead of how consumers expect to communicate, shop, and manage their financial lives in the digital/social era. For more information, visit totalexpert.com.