Community, not commodity.
As a financial institution, your products and services must adhere to very specific rules and guidelines. As a result, you and your competition are battling for deposits in a saturated marketplace—with identical products and services.
For more than 25 years, BIG has helped financial institutions just like yours to discover how to connect with customers in ways that reach beyond products and services to become trusted, go-to financial resources for their communities.
What is Customer Experience & Journey Mapping?
The key to customer-connection is to identify what really matters to your customers—by asking your customers. Customer Experience & Journey Mapping starts with customer surveys and research to discover the motivations behind customer behavior. This data is used to build a Journey Map, following the customer’s thoughts and actions from the time they first become aware of a need, to choosing someone to fill that need, to finishing a transaction with that someone.
This data-driven process reveals opportunities to connect with customers where they are, meeting unexpressed needs and building trusting relationships.
Sounds good, right? Let’s start your Customer Experience & Journey Mapping today.
Brands you can bank on.
BIG has discovered and developed brand strategies for an impressive roster of community banks and credit unions. Here are just a few.
Banking, big time.
Check out the samples below to see some of our favorite work.