249) #ExponentialInsights - The Effortless Experience: Exceeding Your Customer’s Expectations

The traditional customer interaction has steadily evolved in the age of digital customer service.

But many age-old frustrations that hinder the consumer experience still plague financial brands. And that’s a problem because customers aren’t loyal to brands - they’re loyal to positive experiences.

Rick Delisi , Lead Research Analyst at Glia and co-author of The Effortless Experience, shares how financial brands can get their customers’ loyalty back.

Join us as we discuss:

• Underestimating customer expectations (5:35)
• Diminishing returns in delighting customers (10:20)
• Why video is vital to the digital customer experience (28:22)

Check out these resources we mentioned during the podcast:

• Rick Delisi
• Glia
• The Effortless Experience: Conquering the New Battleground for Customer Loyalty
• Digital Customer Service: Transforming Customer Experience for an On-Screen World

You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here .

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