Is Your Customer Journey Smooth Sailing Or Choppy Waters?

For your customers and members, getting financial advice can feel like navigating a vast ocean. The right experience, however, can feel like catching a tailwind—a helpful gust of wind that effortlessly advances them forward. But if your experience is rife with friction, your customers might feel like they’re hitting a headwind—that is, wind blowing in the opposite direction and slowing them down.

So how do you make sure you’re helping—and not inadvertently hindering—your customers? The answer lies in a carefully crafted balance of digital and physical channels that meet customers wherever they are. But first, you must understand where your main points of friction are so you can effectively tackle them.