Not that I needed a reminder that tax season is upon us, still, the note from Capital One in this week was a pleasant surprise. The email recapped likely charitable transactions, several that I would have surely forgotten.CapOne charitable tax blog post

Often in the digital banking world we lose sight that a great customer experience is not just about a great digital experience, but also through all the customer touchpoints. Though this was a simple communication, it gave me the reassurance and peace of mind that CapOne is proactive in looking out for my best interest.

Lessons:

  • The communication was timely, 30 days before U.S. tax deadline
  • It was personalized with my donation transactions
  • It was nicely formatted and well organized
  • There was a convenient link to sign in to my account
  • There was a link to the IRS to learn more about eligible tax deductions
  • It saved me money
  • And best of all…It was unexpected and I didn’t have to do anything!

Bottom line: The email is a good reminder how we can be delighted with simple, personal and contextual messages leading to more customer engagement. 

Pin It on Pinterest

Want More?

Stay current with our free newsletter.

Banking UX Insights: Techniques, Trends & Examples

Delivered once or twice per week to your inbox.

You have Successfully Subscribed!