Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

13
Kinesis CEM, LLC Drivers of Purchase Intent in the Contact Center Experience in Retail Banking https://blog.kinesis-cem.com/2014/07/07/drivers-of-positive-impressions-of-the-contact- center-experience-in-retail-banking/ Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected]. http://www.kinesis-cem.com http://www.kinesis-cem.com/bank_mystery_shopping_contact.shtml kinesis- cem.com 206.285.290 0 info@kinesis- cem.com Drivers of Purchase Intent in the Contact Center Experience in Retail Banking

Transcript of Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Page 1: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Kinesis CEM, LLC

Drivers of Purchase Intent in the Contact Center Experience in Retail Banking 

https://blog.kinesis-cem.com/2014/07/07/drivers-of-positive-impressions-of-the-contact-center-experience-in-retail-banking/

Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].

http://www.kinesis-cem.comhttp://www.kinesis-cem.com/bank_mystery_shopping_contact.shtml

kinesis-cem.com 206.285.2900 [email protected]

Drivers of Purchase Intent in the Contact Center Experience in

Retail Banking

Page 2: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

What impresses customers positively as a result of a call

to your call center?Question:

Page 3: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

To evaluate the efficacy of sales

and service behaviors

The Objective

Page 4: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Mystery shopped5 banks with

significant North American footprints

Methodology

Page 5: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

To evaluate the effectiveness of each sales behavior

correlated each behavior to purchase intent

Analysis Plan

Page 6: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

7 behaviors are at least 3 times more likely to be present in calls

with positive purchase intent compared to negative

This Results

Page 7: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Invite to visit a branch

1

Page 8: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

If on hold, thank for waiting2

Page 9: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Express appreciation for interest/thank

for business3

Page 10: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Offer further

assistance4

Page 11: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Mention/refer to website

5

Page 12: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Listen attentively to your needs

6

Page 13: Drivers of Purchase Intent in the Contact Center Cxperience in Retail Banking

Offer to send

material7


LETTER OF INTENT TO PARTICIPATE IN THE - TRORC€¦ · LETTER OF INTENT TO PARTICIPATE IN THE RPC/DEC MUNICIPAL ROADS GRANTS-IN-AID PROGRAM . EQUIPMENT PURCHASE . We, the Legislative

LETTER OF INTENT TO PARTICIPATE IN THE - TRORC€¦ · LETTER OF INTENT TO PARTICIPATE IN THE RPC/DEC MUNICIPAL ROADS GRANTS-IN-AID PROGRAM . EQUIPMENT PURCHASE . We, the Legislative

Real Estate Purchase and Sales: Letters of Intent, Due ...

Real Estate Purchase and Sales: Letters of Intent, Due ...

Analyzing and Predicting Purchase ... - sigir-ecom.github.ioAnalyzing and Predicting Purchase Intent in E-commerce SIGIR eCom’20, July 30, 2020, Virtual Event, China 3 DATASET DESCRIPTION

Analyzing and Predicting Purchase ... - sigir-ecom.github.ioAnalyzing and Predicting Purchase Intent in E-commerce SIGIR eCom’20, July 30, 2020, Virtual Event, China 3 DATASET DESCRIPTION

Matt Winn - volusion.cdn.prismic.io · 7 Awareness Consideration Consideration (Ready for Preference/Intent) Preference/Intent Purchase Repurchase Total toss up Purchase (or is it?)

Matt Winn - volusion.cdn.prismic.io · 7 Awareness Consideration Consideration (Ready for Preference/Intent) Preference/Intent Purchase Repurchase Total toss up Purchase (or is it?)

International consumer buying behaviour - 17 April 2018 · 2 CONTENTS 3 Foreword 4 Background 5 Headline consumer purchase considerations 7 Top purchase drivers by market 8 Meat purchase

International consumer buying behaviour - 17 April 2018 · 2 CONTENTS 3 Foreword 4 Background 5 Headline consumer purchase considerations 7 Top purchase drivers by market 8 Meat purchase

Fair Trade Apparel: Purchase Intent among Young … Trade Apparel: Purchase Intent among Young Female Adults Written by: Lillian Elizabeth Kinder Non Profit Management Advisors: Shahzeen

Fair Trade Apparel: Purchase Intent among Young … Trade Apparel: Purchase Intent among Young Female Adults Written by: Lillian Elizabeth Kinder Non Profit Management Advisors: Shahzeen

“ Magazines in the driving seat ” Research into offline drivers of online search and purchase.

“ Magazines in the driving seat ” Research into offline drivers of online search and purchase.

For: Geographic Information Systems (GIS) Services1.0 INFORMATION FOR BIDDERS 1.1 PURPOSE AND INTENT This Request for Proposal (RFP) is issued by the Purchase Bureau, Division of Purchase

For: Geographic Information Systems (GIS) Services1.0 INFORMATION FOR BIDDERS 1.1 PURPOSE AND INTENT This Request for Proposal (RFP) is issued by the Purchase Bureau, Division of Purchase

7. D C · intent and stated willingness to purchase energy-efficient appliances • Increase actual rate of purchase of energy-efficient appliances Public Will • Increase the visibility

7. D C · intent and stated willingness to purchase energy-efficient appliances • Increase actual rate of purchase of energy-efficient appliances Public Will • Increase the visibility

SBA Loan Application · Management Resume, Resume or Curriculum Vitae Real estate purchase: purchase contract or letter of intent, past/most recent appraisal and environmental reports,

SBA Loan Application · Management Resume, Resume or Curriculum Vitae Real estate purchase: purchase contract or letter of intent, past/most recent appraisal and environmental reports,

PHASE I OF SALE PROCESS STATEMENT OF INTENT ......STATEMENT OF INTENT TO PURCHASE AND DEVELOP MARYWOOD SOUTH PROPERTY 1800 NORTH WASHINGTON AVENUE SCRANTON, PENNSYLVANIA 18509 Submit

PHASE I OF SALE PROCESS STATEMENT OF INTENT ......STATEMENT OF INTENT TO PURCHASE AND DEVELOP MARYWOOD SOUTH PROPERTY 1800 NORTH WASHINGTON AVENUE SCRANTON, PENNSYLVANIA 18509 Submit

Letters of Intent New CON Applications Office of Health ......May 03, 2016  · Letters of Intent LOI2016025 Southeastern Regional Medical Center Purchase of an Additional MRI Scanner

Letters of Intent New CON Applications Office of Health ......May 03, 2016  · Letters of Intent LOI2016025 Southeastern Regional Medical Center Purchase of an Additional MRI Scanner

Attitude and Purchase Intent for Luxury Fashion Goods

Attitude and Purchase Intent for Luxury Fashion Goods

Real Estate Purchase and Sales: Letters of Intent, Due ...media.straffordpub.com/products/real-estate-purchase-and-sales-letters... · Real Estate Purchase and Sales: Letters of Intent,

Real Estate Purchase and Sales: Letters of Intent, Due ...media.straffordpub.com/products/real-estate-purchase-and-sales-letters... · Real Estate Purchase and Sales: Letters of Intent,

Omnichannel Customer Behavior: Key Drivers of …...Sierra Murillo Y (2016) Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase

Omnichannel Customer Behavior: Key Drivers of …...Sierra Murillo Y (2016) Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase

Confirming Orders (After-the-fact orders). Definition of a Confirming Order A purchase, letter of intent to purchase, or request for scheduling in advance.

Confirming Orders (After-the-fact orders). Definition of a Confirming Order A purchase, letter of intent to purchase, or request for scheduling in advance.

Geared to Go A Workbook for Coaching New Drivers · 1 Introduction In 2003, Alberta introduced a Graduated Driver Licensing (GDL) program for new drivers. The intent of GDL is to

Geared to Go A Workbook for Coaching New Drivers · 1 Introduction In 2003, Alberta introduced a Graduated Driver Licensing (GDL) program for new drivers. The intent of GDL is to

TOP 5 Purchase drivers for VIRTUALIZATION AND Cloud Security

TOP 5 Purchase drivers for VIRTUALIZATION AND Cloud Security

Perceived Quality and Customer Purchase Intent of Brand Alliance:

Perceived Quality and Customer Purchase Intent of Brand Alliance:

Making Marketing work Harder with Mobile 0317...driving results across the entire purchase funnel. From upper funnel metrics like awareness and image, to purchase intent and actual

Making Marketing work Harder with Mobile 0317...driving results across the entire purchase funnel. From upper funnel metrics like awareness and image, to purchase intent and actual