Back in the beginning of 2014, we posted about becoming a "me-tailer" rather than a retailer. In other words, the shopping experience should be all about the customer, with the retailer knowing everything about the customer's likes, needs, and purchase journey history. The customer wants the brand to remember them by notifying them of special offers or sales. They want to be recognized regardless of the device, place, or time of day they choose to engage. That was "me-tailing" in 2014."Me-tailing" in 2015 has evolved a bit.
Most modern enterprises would agree that a cutting-edge, highly sophisticated omni-channel customer experience is the competitive differentiator for which they should strive. But strip away all the trendy terms, and they’re looking at the foundation of it all – customer interaction. And the quality of that interaction affects their bottom line.
Banks, insurance companies and other financial service providers are committing to omni-channel marketing and service delivery in a big way. But the truly revolutionary elements of omni-channel marketing for banks are likely to be on the mobile platform. This particular revolution may be different from other consumer-focused technological innovations – there is evidence that mobile banking is not just another fad.