How great is your bank? If people find your onboarding process to be long, complicated, redundant, frustrating, and/or tedious, it may not matter how great you are. At least, not to the new customers you’re trying to bring in and cultivate.
And don’t think it’s okay as long as your onboarding is no worse than that of the bank down the street. Consumers aren’t comparing your customer experience to other banks. Nowadays they’re looking at the seamless digital transactions of Amazon and Google as the measuring stick for ease of use.
So what’s a bank to do?
McKinsey’s Jennifer Kilian gave us plenty to think about. Hear what she has to say about the ideal bank onboarding experience and what one bank did to get there.