An important banking group that has decided to make an investment to improve the consumer experience in the branch, even beyond the services offered by the bank.
Analyze if the investment is profitable, i.e. if the space used has sufficient economic return, therefore if the space is used by customers and if it brings customers to the subsidiary.
Investing in the improvement of customer experience within the branch to increase profits and the number of customers.
Monitor the performance of the investment and the rate of Return on Investment.
Area size: about 40 square meters Activity time: 24 months - still in operation Increase in the number of visitors: 16%
An important banking group decided to invest part of a subsidiary space to improve the customer experience in the bank itself.
In particular: an area was dedicated to the creation of a shared working space open to all in which a free wifi connection is available and free coffee for everyone, including those who are not current account holders in the same group.
Thanks to this strategy, the branch has tried to strengthen its reputation and attract new customers.
Thanks to the use of BS4 technologies it was possible to provide the customer with information to evaluate the return on investment, also in relation to the performance of the subsidiary in the previous year.
The data indicate that the resizing of the subsidiary for the investment in customer experience is having a very positive effect.
Thanks to the data collected it was also possible to better know the average profile of the customers most attracted to the initiative.
An effective alternative to improve the customer experience is to use totems of customized digital signage, using the ISA - Interactive Shopping Assistant.
For more information on the application of BS4 technologies to improve consumer experience, contact us or visit the dedicated page.