Financial services firms must focus constantly on improving customer service, satisfaction, and loyalty. While automated communications and advanced self-serve applications expand customer services, considerable complexity remains in many sales and service processes. Keeping complex processes moving means people need to act and interact quickly to open accounts, evaluate requests, answer questions, resolve problems, and complete transactions. At any point of interaction, a process can stall due to someone being unavailable, uninformed, or snowed under with other work. Process delays can and do lead to lost sales and erosion of customer satisfaction and confidence. If communications about loans, accounts, or credit cards are late or don’t come at all, customers and prospects leave. Forrester Research, in a recent Customer Advocacy report, says “Smart [financial services] firms make it easier for customers to help themselves, providing alerts when there are changes in the customers’ accounts.” Forrester notes the link between customer loyalty and the propensity for consumers to purchase additional products and services from the firms they consider to be looking out for their best interests. CEBP makes communications an integral part of key sales and service processes. CEBP builds alerts and notifications into the daily internal processes of a financial services firm. Alerts can prompt employees into action, but they are also a meaningful way to reach and serve customers, ultimately increasing their loyalty. Read More | 
