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客户体验是留住客户的核心竞争力,在互联产业中得到较高重视,并衍生了一种新兴的职业:交互设计师、首席体验师等。随着移动互联网技术的不断完善、发展和向传统行业的渗透,人们的金融消费形态日益呈现多样化、个性化。在体验经济时代,银行业通过提升客户体验可以实现产品和服务价值。中小商业银行应当抓住互联网金融机遇,在围绕提升客户体验的各个领域不断创新,为客户提供轻型化、特色化、智能化、便捷化的金融服务。
Customer experience is to retain the core competitiveness of customers in the Internet industry have received higher attention and derived a new career: interactive designers, chief experience division and so on. With the continuous improvement of mobile Internet technology, development and infiltration into the traditional industries, people’s financial consumption patterns are increasingly diversified and personalized. In the Age of Experience Economy, the banking industry can realize the value of its products and services by enhancing the customer experience. Small and medium-sized commercial banks should seize the Internet financial opportunities, constantly innovate in various fields around the promotion of customer experience, and provide customers with lightweight, distinctive, intelligent and convenient financial services.