“ The likes of Facebook , Amazon or Uber , show you can create loyalty and engagement just by getting the customer experience right ”
— Andrew Harper Head of Rewards Partnerships , Meniga enabling banks and financial services providers to deliver unique and highly personalised customer experiences , to deliver proactive advice , coaching and recommendations to users and build long-term ‘ meaningful engagement ’.
“ That meaningful engagement is so important ,” Harper noted . “ It may not be that you need everyone logging into their app all day – it ’ s more likely the exact opposite . If you can make someone feel satisfied with one notification that gives them everything they need then that ’ s far more successful engagement . You need to make sure you ’ re providing users with what they want to know at the right time – it ’ s all in context , and should be about reducing the effort required by them . However , the real beauty of any meaningful customer engagement or personalisation is that there ’ s no one size fits all ,” he continued . “ The way we all behave with our finances , the way we all interact with our banking applications , it ’ s all different . Some people have a very clear overview of things because they have to , others don ’ t . Personalisation allows you to almost have a structure that your banking environment holds .
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