ALT If your company went all (or mostly) digital in a hurry during the pandemic, so did your customers. Now that we're all taking a step back to re-evaluate, lessons from the banking industry have become hyper-relevant. Even if your customers tell you they're satisfied, they well-know how easy it is to switch from one #digitalplatform to another, which they will do if your competitor has offerings you don't. Your competition is not limited to those in your industry vertical, either. If Uber knows everything about their customers, then your customers expect your company to, also. Never ask customers to repeat information when moving between departments. "Listening" today means taking #customerdata down to a granular level to provide a smooth, tailored experience for any niche or broader customer base. Even though more consumers are sensitive about being tracked, they will share info with your company so their individual needs can be met at the individual level.

ALT Source: McKinsey & Company