As a technology leader in the fintech industry, I’ve observed that the key to a successful fintech platform is its ability to serve and retain its customer base. In this blog, we’ll delve into what fintech companies can do better, the factors that influence customer loyalty, and the expectations customers should have from fintech companies.
Serving the Customer Base
Fintech companies can enhance their service by focusing on personalization and convenience. By leveraging data analytics, fintech platforms can offer personalized financial advice, product recommendations, and targeted marketing campaigns. Additionally, by offering 24/7 customer service and user-friendly interfaces, fintech companies can provide the convenience that today’s customers demand.
Winning Customer Loyalty
Several factors influence customer loyalty in fintech. Trust, derived from robust security measures and transparent practices, is paramount. Additionally, continuous innovation is crucial. Fintech companies must constantly evolve and adapt to customer needs and market trends. Lastly, a seamless user experience, characterized by easy navigation and minimal downtime, can significantly enhance customer satisfaction and loyalty.
Customer Expectations
Customers of fintech companies should expect secure, efficient, and customer-centric services. They should anticipate access to a range of financial services, from money transfers and payments to loans and investments, all under one roof. Furthermore, customers should expect their fintech provider to adhere to all regulatory standards and protect their financial and personal data.
Features Customers Look For
Customers are looking for fintech platforms that offer a wide range of services, easy-to-use interfaces, and robust security measures. They also value platforms that provide personalized financial advice and insights, seamless integration with other financial tools, and excellent customer service.
Fintech: Institutional vs. Private
There can be differences between a fintech that is tied to a financial institution and a private fintech that is not tied to an institution. Institutional fintechs may offer more trust and stability due to their established reputation. On the other hand, private fintechs may offer more innovative solutions and flexibility as traditional banking regulations and practices do not bind them.
Measuring Customer Success
Customer success can be measured using customer satisfaction scores, net promoter scores (NPS), customer retention rates, and customer lifetime value. Regularly surveying customers and tracking these metrics can provide valuable insights into how well a fintech company is meeting its customers’ needs.
Net Promoter Score (NPS) in Fintech
The Net Promoter Score (NPS), a measure of customer satisfaction and loyalty, varies across the fintech industry. However, an average NPS score for fintech companies can range from 30 to 50, with scores above 50 considered excellent. It’s important to note that various factors, including the quality of customer service, user experience, and product offerings, can influence NPS.
Data Points for Measuring Customer Satisfaction and Platform Usage
To measure customer satisfaction and platform usage, fintech companies can track active users, session duration, feature usage, transaction volume, and feedback scores. Analyzing these data points can help fintech companies understand how customers are using their platform and identify areas for improvement.
Conclusion
In conclusion, customer success is pivotal in the fintech industry. By focusing on personalization, convenience, innovation, and trust, fintech companies can enhance customer satisfaction, boost loyalty, and ultimately drive growth. As we navigate the future of fintech, the companies that put their customers at the heart of their strategy will stand out in this competitive landscape. As a technology leader, I am excited to witness and contribute to this customer-centric evolution in fintech.
Tools to Measure Customer Success ( tools I have used and not sponsored )
- Google Analytics – Good old standby toolset to measure usage: https://analytics.google.com/
- Survey Monkey – Customer Success Surveys and NPS Calculations: www.surveymonkey.com
- Pendo – Customer Success Surveys and NPS, tracking and Guides: go.pendo.io *My Favourite*
Andrew Pallant (@LdnDeveloper) has been a web, database and desktop developer for over 16 years. Andrew has worked on projects that ranged from factory automation to writing business applications. Most recently he has been heavily involved in various forms for ecommerce projects. Over the years Andrew has worn many hats: Project Manager, IT Manager, Lead Developer, Supervisor of Developers and many more - See more at: http://www.unlatched.com/#sthash.8DiTkpKy.dpuf
