According to a study by Epsilon, 80% of consumers are more likely to choose brands that can provide them with personalized experiences based on behavioral insights.
“ Comprehensive digitalization has revolutionized the way we view and interact with banking and financial services. As we move deeper into the digital age, it is crucial to embrace this new change and adapt to the continuous evolution of customers’ needs. At the heart of this transformation is the concept of superior customer experience and hyper-personalized services, ” said Le Anh Dung, Deputy Director of the Payment Department, State Bank of Vietnam, at the Smart Banking 2023 International Conference and Exhibition held in Hanoi in early October.
In a competitive market, products and services designed to emphasize customer understanding and personalized experiences are increasingly considered to have superior advantages.
Understanding customers to deliver a complete experience
As one of the pioneering banks in digital transformation, VPBank understands and continuously applies modern technology solutions to increase customer convenience through touch points - where there is the first interaction and a major decision on customer perception.
VPBank focuses on “listening” at all transaction channels. After receiving customer feedback across multiple channels, customer feedback is classified and identified for timely handling by specialized units.
This entire process is performed completely automatically by the VoC Solution system - a technology solution pioneered by VPBank with outstanding automatic information collection and processing capabilities. In the coming time, the system will continue to integrate advanced technologies.
A series of initiatives have been implemented from customers' opinions such as the password reminder and utility search feature (Global search), the quick action toolbar outside the VPBank NEO app login screen so that customers do not have to spend too much time on the main features of the application. Or the card issuance status lookup feature helps customers proactively grasp information to plan appropriate consumption ...
“ In addition to the quality of products and services, VPBank staff are professionally trained to grasp and understand the wishes and tastes of customers in all departments, thereby providing advice and feedback to help customers find the best solution to satisfy their needs. We also maintain a culture of constant innovation, honoring initiatives to improve customer experience ” – VPBank representative shared.
Personalize the experience - increase customer loyalty
In addition to understanding, another strategy that helps VPBank create a competitive advantage, increase the loyalty of old customers and reach new customers is to personalize the experience, helping them enjoy their journey with the brand to the fullest.
With VPBank NEO digital bank, the customer interface and journey are personalized through many new features deployed in 2023, notably CardZone and Deal box features - helping customers access the most suitable offers for their needs, spending habits, card lines in use and geographic location; the utility category setting feature allows customers to select and arrange frequently used utilities to reduce time and operations on the app; money transfer feature with cards and personal wishes...
VPBank is also one of the banks that owns the most diverse card lines on the market today with physical card designs suitable for each customer group. For Gen Y and Gen Z customers, VPBank StepUp card with 6 theme groups is the choice to affirm the lifestyle of dynamic young people.
Or the VPBank Prime+ international debit card set "Proud of Vietnam" includes 3 versions with randomly arranged design images of landmarks, costumes, and symbols of the 3 regions of Vietnam, expressing pride in a country rich in culture and prosperity.
Most recently, VPBank proudly affirmed its difference and pioneered the market in providing Wealth management services designed and tailored to each priority customer profile group.
Each touch point of experience is a value that is tailored and refined to each specific customer image. If the Diamond Biz solution package includes experiences created according to the needs of business owners and businesses, Diamond Salary brings priority experiences that are most suitable for the manager's portrait, Diamond Retiree offers top financial privileges to priority customers aged 50 and over. As for Diamond Invest, every customer's investment is always optimized for every profit opportunity.
In the coming time, VPBank will continue to launch new products and services, promising to bring a more complete experience to meet the needs of all customers.
Bao Anh
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