A JRNI through Experiential Relationship Management

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JRNI is a platform for scheduling and managing personalized experiences for retail, banks, credit unions and other financial institutions. John Federman, JRNI’s CEO, helped kick off the inaugural episode of the Experience Evolution with a conversation with host James Kent on how retail and financial industries can take their business to the next level by maximizing customer experiences.

Federman said consumers are demanding that retailers do more to get them back into the store as the pandemic begins its early stages of winding down.

“Shopping and commerce, itself, have already begun in earnest to become the experience economy,” Federman said. “Consumers want more than just a product or a service; they really want a unique experience.”

While the consumer experience is essential, another critical component that Federman said people don’t think about all the time is how the retailer or financial services institution can be as effective and efficient as they can be.

“How can deploy their staff in a way that their time is spent with consumers who are most likely to transact?,” Federman said. “That happens when you create that synergy between online and offline. And when you can get staff to know that they’re going to go to a more informed consumer, they’re going to be more engaged, transaction levels are going to go up, and your conversion experience will be just that; an experience.”

One vertical embracing digital transformation is banking, which began even before the pandemic. And this change is driven by the fact consumers want options – they want to interact with financial institutions on their terms, both remotely and in person. Recent studies indicate that 73% of consumers still prefer having in-person interactions with experts when receiving financial advice, and appointments can ensure the right staff member is available to help the consumer with their needs.

“So, it becomes about providing options,” Federman said. “In this case, what you can see is it’s not just about providing options, it’s about creating that experience that is more straightforward, more productive, and ultimately creates a better relationship long-term.”

Virtual appointments and virtual scheduling allow customers to maximize their time and get the information they need from experts who can help them.

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