Rewiring Customer Touchpoints using Behavioral Psychology to Drive Engagement
Higher customer engagement can drive retention, referrals, revenue growth and multi-product holdings. In this session, we explore value-based approaches that leverage behavioral science, effective segmentation and research to deepen engagement. We learn the psychological principles that create "cognitive ease" and discuss product design, gamification, bundling, relationship rewards, and other advanced techniques to deepen relationships with users throughout their customer journeys. Finally, we address presentment excellence and how to turn bank online sites and mobile apps into effective touch points that can attract, retain, and cross-sell customers.