Engaging the customer on their terms, not the reverse

Conversation with JEFF HIBBARD on the subject of Customer Onboarding.

Pari Bose
Feb 19, 2018 · 15 min read
Jeff Hibbard, Former Fidor, TD, & BB&T

“Onboarding starts long ways before a sale ever takes place”

“I think it is almost like, how do you hit rewind? Deliver a personalized and contextualized customer experience like we used to do it back in the 50s, and the 60s, and the 70s.”

“how do we bring the personal touch and the interaction back into the experience that I think we used to have decades ago when it was face-to-face”

“start inside the four walls of your own organization to understand your “secret sauce” — that is, the service model for your company when it comes to interacting with customers”

“Let us make sure that we are engaging the customer on their terms, not the reverse.”

“Map your customer’s journey and experience expectation, and then build the business around it — modify your people, process, and technology around that target-state customer experience”

“success starts when we take the time to collaboratively synthesize precisely what our points of service differentiation are — our service model”

“Retail banking today is a complicated ecosystem of people, process, and technology that can sometimes deliver a very bumpy and disjointed experience for the customer”


Bank Relevant

The pursuit of human-centered banking

Pari Bose

Written by

Pari Bose

When Pari is not being a father of two very busy daughters, and trying to get his resting heart rate below 60, he dabbles a bit in digital banking and payments

Bank Relevant

The pursuit of human-centered banking