According to a recent survey by
Asian Banker Research, 71% of top tier banks in Thailand and Indonesia cite customer campaign management as a key challenge. Why? They struggle to integrate customer preference and behavioural patterns. This results in campaigns that are done on a basic
level with mass marketing and overselling to customers.
Regardless of the region, banks need to get campaign management right to keep customers happy without feeling spammed. So what’s the solution to an effective campaign? Banks need to create one-to-one personalisation for all customers across all channels.
The easiest way to do this is through automation to establish a dialogue with the customer. With the right technology banks can quickly segment their customer base and understand the customer at the point of sale.
The path to success means putting the customer first by analysing their behaviour. It’s not just about offering up the product of the month, it’s about finding out who the customer is and how he or she prefers to interact with the bank. Banks also need to
be able to make decisions off the back of these interactions and choose the appropriate follow up based on what is best for the client.
If financial institutions look at their customers differently, they’ll find that that their tactics will actually result in highly strategic and personalised campaign leading to long term profitability.