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Industry Insights

What Have You Done for Customers Lately?

Do you ever feel like you’re racing to keep up with consumers’ wants and needs?
Ensuring customer satisfaction is an ongoing challenge — whether it’s because desires change so rapidly or consumers aren’t quite sure what they are looking for.

What is certain is that consumers want to feel protected. They are weighed down by the stresses that surround them, including the risk of fraud and identity theft. Identity crimes continue to infiltrate the daily landscape—so much so that identity theft has been the top consumer complaint filed with the Federal Trade Commission for 15 consecutive years.

As monumental as the issue may seem, and no shortage of data breaches, scams or cybersecurity risks in the foreseeable future, it is still far from a hopeless situation. You just need the right approach. This starts with a customer-focused perspective that sustains satisfaction through valuable identity protection tools.

First, ask yourself a few questions. (And to ensure an honest assessment, ask your customers the same questions.) How well am I serving customers? Am I reducing their fears related to identity crimes? What, if anything, am I doing to demonstrate my commitment to securing customer data from fraud and identity theft?

Even if you have delved into these questions previously, it’s important to routinely reassess to make sure you stay on track—both with consumers and trends. But you don’t have to go it alone. As the “Best Overall” Identity Protection Services Leader, awarded by Javelin Strategy and Research in 2015, this is EZShield’s expertise. And we’re ready to support your needs and the needs of your customers.

We keep tabs on market influences and tap into insights about consumers, enabling you to stay ahead of the curve. This provides you with game-changing identity protection services that helps you attract and retain customers.

What does game-changing service look like?

It “Gets” Your Customers
There is no such thing as a universal customer. (Despite everyone having the same basic information to secure.) And since fraud is going to persist, your customers must have services that help protect their personally identifiable information (PII) and detect potential compromises. The right service also understands that customers don’t have time to deal with restoring their identity in the midst of their busy lives. So it delivers restoration services through certified specialists who work on the customer’s behalf.

It’s Adaptive and Compliant
Changes are an inevitable. This includes changes in the ways criminals exploit victims’ personal and financial information. To protect against shifts in fraud and identity theft, services must adapt — including adapting to comply with regulations that change in response to the ever-changing fraud landscape. This can get complicated, but we simplify it with the expert help of a dedicated compliance team.

It Communicates Clearly
Communication is an essential component of being compliant. Customers have a right to full visibility of their services. Regular communication, timely alerts and straightforward information ensure this clarity. Moreover, customers have a need to be educated — something we fulfill through relevant tips and news via email and our blog For added convenience, our content can stream live from a partner’s website. The more information customers receive, the more empowered they are to help secure their data.

It’s Interactive and Accessible
Keeping up with the pace of consumers is a must. So too is empowering them to interact with their services, and see their protection in action. From our convenient mobile app and secure online account dashboard, customers can access their information from any device. Consumers care about being in control of their finances. Among banking customers, 20 percent are digital-only. This interface builds value and trust.

Just as valuable is the speed at which the service works. Customers demand a quick response time. Sixty-nine percent of consumers “attributed their good customer service experience to quick resolution of their problem,” according to a 2015 survey by Dimensional Research. With 24/7 live support and dedicated Restoration Specialists, we fully support customers and their identity protection needs at a moment’s notice.

Whatever you do to satisfy customers, don’t shy away from acknowledging the impact of fraud and identity theft. By confronting the issue with comprehensive protection services that understand consumer needs, you’ll be sure to deliver a valuable solution.

Learn more about this important partnership opportunity now.


About Laura Bruck

Laura, former VP of Marketing at EZShield, now a Sontiq brand, is a marketing professional with over 20 years of experience leading marketing and supporting sales to develop partner solutions, transition to new markets, and achieve significant revenue growth.

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