Decrease Customer Effort to Grow Revenue
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2015 Customer Effort Index in Banks & Credit Unions Benchmarking Results
Date : April 13, 2015

We have found that rather than simply trying to “wow” customers/members, banks and credit unions can gain more by making customer interactions as “effortless” as possible across channels. Consistent ease across all channels is what ultimately creates differentiated value and what customers will most remember. The West Monroe Partners’ 2015 Customer Effort Index in Banking Study looked at the level of effort required to do business with more than 25 national and regional banks and credit unions. Through this research, we not only identified “customer effort leaders” and the practices that those banks and credit unions employ to reduce customer effort; we also established a correlation between low customer effort and higher revenue growth.

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Note: Registration for this event is now closed. If you have questions, please contact Leili Doerr.

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West Monroe Partners presented during Mergermarket’s Fintech M&A Webinar on February 10, 2017
Date : February 10, 2017 Time : 02:00 PM EST

Join Gil Mermelstein and other industry experts for Mergermarket’s Fintech M&A live-streaming webinar as they discuss the opportunities and challenges tech companies, traditional banks, and "alternative capital" firms can expect to encounter in 2017.

Location:
New York