customer experience relevance in alternative lending
As part of a series of finance topics, Holland Fintech organized a round table on customer experience in alternative lending. This type of lending refers to new small and medium sized enterprises to lend outside traditional banking. Examples are crowdsourcing and peer2peer lending. As one of the speakers I shared four customer trends that will impact alternative lending, both from a lender and a borrower point of view.
What consumers are experiencing in top customer experience brands will raise their expectations from financial service providers. Each touchpoint in the customer journey needs to focus on customer experience. When you don’t meet those expectations, you’re customer will move to your competitor.
In many regions, consumers are quite digitally and financially illiterate. How are you going to communicate with your customers when they have a hard time understanding the channel or the topic? Personalization, just-in-time, visualization and relevance helps. So can the use of platforms your customer understands, like Facebook and WhatsApp.
every touchpoint counts