A digital customer journey

It’s easy to get caught up with thinking about the path to purchase, but customer experience beyond acquisition can be just as important for building brand loyalty and reputation.

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Experience is everything. Make sure you give it your all.

Customer experience has evolved. Today’s customers expect businesses to be attuned to their choices and to respond to their needs. And a fast, frictionless automated service that’s consistent across channels is essential. How does your organisation measure up?

85%

of people fail to complete basic customer digital onboarding journey

80%

Are more likely to do business with a company offering personalised experiences

30 seconds

That’s how long consumers will wait before abandoning a transaction

How can Experian help?

Great customer service relies on two simple things: understanding your customers and giving them what they want. Find out how Experian’s solutions can deliver exceptional customer experience while ensuring your checks and processes are both comprehensive and fair.

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Customer targeting

Before you can engage with potential new customers, you have to find them. Discover how with the right tools and data, you can quickly identify ideal genuine prospects in your target regions and engage them with carefully tailored campaigns in the channels that they use. 

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Prequalification

Encourage customers actively searching for credit to engage with your brand with preapproved products and offers. Learn how to build a more complete picture of a customer’s finances without intrusive credit checks and make personalised offers that don’t exceed your risk appetite.

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Acquisition

Ensure your onboarding processes are simple, quick and effective. Find out how the right acquisition process can mitigate risk and satisfy due diligence obligations with robust, real-time validation and verification procedures. Discover more about applications that help build trusted relationships and how automated processes can enhance customer experience and reduce dropouts.

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In-life processes

Your customers are your most important asset. Learn how to improve day-to-day account management to better look after their needs and discover the power of data to manage risk on an ongoing basis and unlock cross-selling opportunities.

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Collections

When a customer falls into arrears, do you act in a manner that’s fair to both them and your business? Find out why a move to collections shouldn’t break your relationship with customers and how determining the reason payments have been missed can help you take appropriate action to protect both your asset and your customer. 

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