Talking to a bank customer service representative is something many customers dread — except when they help chip in for your broken bike, host your wedding or send flowers after a break up. Banks are increasingly trying to forge a human connection with customers through what they call a “surprise and delight” customer experience strategy. This means empowering customer service agents to go the extra mile to make a connection with the customer. Analysts say it’s a tactic to acquire and keep customers in a context where banks need to compete more aggressively for customers.
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(Photo courtesy of Umpqua Bank)
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