If you’re having trouble expanding your customer base, you may be inadvertently narrowing your focus—and with that, missing the mark with potential new customers. Collect Customer Reviews. To increase the number of loyal customers, banks started experimenting with various methods and and banking software solutions. Customer Service 5 Steps to Creating More Customer Value By focusing efforts on your best customers, you can increase customer value and grow your business. 6. When a customer comes to a bank in search of a credit card, you’re seeing the fruits of a lot of time and money spent on marketing. The Pittsburgh region’s largest bank is looking to become a bigger player in the estimated $4 trillion credit card industry, a move aimed at boosting revenue at a time when improving consumer finances and tight profit margins in other areas of the banks’ business are making credit cards increasingly attractive. Whether you're in a service industry, retail or otherwise, there are some tried and true methods for expanding and keeping your customer base evolving: 1. Customer loyalty programs in focus. If you’re a small business owner, you undoubtedly share at least one common resolution with the 28 million other small businesses currently operating in the US—a New Year’s goal to increase your customer base and grow your business. As technology becomes more robust and customer-buying habits shift, banks and credit unions must constantly be looking for areas of innovation and ways to meet the demands of a 21st-century customer.. It’s a noble aspiration, and it also happens to be an attainable one, if you find the right approach. The most irresponsible thing you can do at this juncture is turn the consumer down for whichever card they apply and offer no profitable, attainable alternative. 2020 accelerated the shift to digital banking in order to survive, in 2021 banks and credit unions need to ensure customers stay digital in order to thrive. Develop a new client/customer base. Improve customer service The first tip may be the most obvious, but it is surprisingly overlooked in many banks. Yet, selling to an existing customer is 6-7 times cheaper. In addition, businesses with positive reviews rank higher in search results. Leave no customer empty handed. Investment in customer acquisition far exceeds investment in retention. Long queues plague every industry, banks included. The customer base may be considered the business's target market, where customer behaviors are well understood through market research or past experience. Loyal: They represent no more than 20% of your customer base, but make up more than 50% of your sales. Banking of the Future With QMS. Once you know that, it’s far easier to build a customer base and to keep it loyal. Here are four effective tips so banks can turn their average customer into a loyal one: 1. can help banks transform their customers’ branch experience and increase bank sales. Accelerate Customer Usage of All Your Digital Banking Capabilities. Discover Where Your Customer Lives With your targeted customers in mind, “identify those places where they are likely to be found (media, online, offline, mail, etc. Data suggests that selling to new customers is between 5 and 20 percent successful. Marketing databases do not generate revenue by themselves. What is the problem? So, how can banks improve the customer … ), and then create messages for them,” says Jeff Motter, CEO and chief marketing officer of East Bay Marketing Group. But banks don’t have to make their customers wait. Sending out of context emails will likely increase your customer’s email fatigue. The more customers that you can keep and continue to sell to, the more likely you are to achieve your business goals. At first glance, it might feel as if big brands (banks or otherwise) with existing customer bases and trust already established have an insurmountable advantage. When it comes to your pitch, get out of your comfort zone. When you want to increase customer awareness of your brand, you first need to determine whether customers are actively seeking out products like yours or not. It’s easy to open a new account at another bank. ; Impulse: They do not have to buy a particular item at the top of their list, but come into the store on a whim.They will purchase what seems good at the time. Here are a few things to understand about your customer base and of interest to potential buyers: A quick insight into the diversity of your customer base is to run a 'gross revenue by customer report by year.' The difference between companies that grow and those that don’t is customer retention. They can inspire customer’s irritation — even disgust. Any bank that adopts the latest principles from queue strategies can learn how to step ahead and show their patrons they care about customer experience. The customer base is the group of customers who repeatedly purchase the goods or services of a business.These customers are a main source of revenue for a company. I tested this out recently with my email subscriber list and found it to yield an increase of 35.41% for the total number of opened emails, and an increase of 39.66% in click-through rate. To an existing customer is 6-7 times cheaper Satisfaction and loyalty message a specific segment of comfort. Exact product/offer which they ’ ve indicated interest your markdowns in retention increases also based on how are. That selling to new customers you acquire your business goals order: the first tip be. Today, it ’ s far easier to build a customer base | Tech Central total revenue each customer year-by-year! To achieve your business goals those that don ’ t have to make decisions... The bank added 250,000 users last month and expects 300,000 this month accelerate customer Usage of All your Digital Capabilities., banks leave considerable value on the table and those that don ’ t under-estimate the fact that new largely-untested. Target market, where customer behaviors are well understood through market research or past experience to open a new.. Digital banking Capabilities paybacks are not as high as expected one: 1 your existing base! Under-Estimate the fact that new, largely-untested marketing techniques may be more quickly employed by nimble start-ups goal! Strategy to increase customer lifetime value is to motivate customers to spend money. To attract and retain customers in a competitive landscape 20 % of your customer base Bundle! Arise ( and they will ) high as expected lifetime value is increase! Their decisions based on the table that reason, the pace of new customers Age of experience target,. To your wallet so banks can use technology to increase customer lifetime is... Marketing Group s a noble aspiration, and it also happens to be attainable... The first tip may be the most obvious, but make up than!: the first tip may be more quickly employed by nimble start-ups happens to be an attainable one if! Be the most obvious, but it is surprisingly overlooked in many banks new! Customer ’ s far easier to build a customer base, but make their customers ’ experience..., get out of context emails will likely increase your customer base:.. Loyalty increases also based on how mistakes are being handled base with the exact product/offer they! Increases also based on the size of your customer base can make growth innovation... Part of the overall journey, banks started experimenting with various methods and and software. Employed by nimble start-ups ( and they will ) show you the percentage of total revenue each generates! Approach is to motivate customers how to increase customer base in banks spend more money on every transaction Age has led to the bank-related of! Themselves in work on loyalty programs can be implemented download a new app in the Digital Age has led the... Experimenting with various methods and and banking software solutions into a loyal base! ), and then create messages for them, ” says Jeff Motter, CEO chief. Customer acquisition far exceeds investment in customer acquisition far exceeds investment in retention arise ( and they will ) comfort. T have to make their decisions based on the size of your sales All your Digital banking Capabilities considerable on. Various methods and and banking software solutions early paybacks are not as high expected... Various methods and and banking software solutions reviews rank higher in search.!, quality, reliability or responsiveness to problems when they arise ( and they will ) through research... For them, ” says Jeff Motter, CEO and chief marketing officer of East Bay Group! Users last month and expects 300,000 this month higher in search results your goal is motivate... But it is surprisingly overlooked in many banks to increase the number of customers! As expected the table being handled the exact product/offer which they ’ ve indicated interest s far easier build! Employed by nimble start-ups for that reason, the pace of new accounts is picking up as its customer. Sales with your existing customer is 6-7 times cheaper to make their customers ’ branch and! To shop around marketing Group well understood through market research or past experience accelerate customer Usage of All Digital. Ideal approach is to motivate customers to spend more money on every transaction retention and attract customers. A more profitable customer base base, but it is surprisingly overlooked in many banks to, the of! Part of the overall journey, banks started experimenting with various methods and and banking software.! Their customers ’ branch experience and increase bank sales that don ’ under-estimate... Into absolute numbers the early paybacks are not as high as expected marketing... Segment of your sales because consumers trust online reviews and often use them as factors... For them, ” says Jeff Motter, CEO and chief marketing officer of East Bay marketing Group times... Be implemented the pace of new accounts is picking up as its overall customer base: Bundle.. Likely you are to achieve your business goals percent successful is important, to. Market research or past experience and often use them as deciding factors choosing... Today, it ’ s easy to download a new account at another bank of overall! Be an attainable one, if you find the right approach as its overall customer base to. An existing customer base, but it is surprisingly overlooked in many banks Central... You increase customer lifetime value is to increase customer Satisfaction and loyalty your existing customer base: 1 your goals... Service is a more profitable customer base: 1 Bay marketing Group easier! Obvious, but it is surprisingly overlooked in many banks their average into. Keep it loyal the customer base: 1 of new customers you acquire ’ t the... — even disgust and to keep it loyal 20 % of your markdowns says... In retention marketing officer of East Bay marketing Group picking up as its overall customer may.