As the financial services industry responds to the ongoing pressures of a global economy in turmoil, firms must balance what customers and regulators expect with a business model that promotes each firm’s long-term health. This requires fresh scrutiny on the overall service portfolio, eliminating redundant or now infrequently used services while maximizing customer loyalty.
A key challenge to the optimal service portfolio is striking the appropriate balance between personalized service through call centers and retail while offering extensive online interfaces to enable consumers to be self-sufficient when they want to be. The challenge is always to maximize investment in consumer self sufficiency without making it seem impersonal. The ideal mix of self sufficiency vs. high-tough personal service often varies by brand, offering and consumer segment.
Depending on the challenges you face with your service portfolio, Affinnova can help you optimize your portfolio as a whole or strike the right mix with a “super set” study. Either way, Affinnova can help you identify the portfolio that will allow you to maximize Share of Wallet.
