Hillary Kelbick
Oct 15, 2020

To stand out from the crowd, banks and credit unions must create effective messaging on the institution they are and the institution they want to become.

So, when was the last time you went to a meeting and the subject of cross selling didn’t come up? In all likelihood, the conversation turned to the results of the latest cross-selling campaign, the plan for the next one and the projected return on investment (ROI).

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Banking contact centers primarily have functioned as service hubs for customers who call for information or help with a problem.

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In the throes of the credit crisis five years ago, who would have guessed that Collections would turn out to be one of the most ardent keepers of the customer experience flame? But it’s true.

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Twenty years ago, the commercial banking relationship manager (RM) held a position of the highest prestige and power within most banks.

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In today’s competitive economic landscape, banks need to ensure that they not only attain customers but also retain them.

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It’s a long-held truism in the banking industry that a checking account acts as an anchor, holding customers steady in the relationship.

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Mobile banking services can be used as effective tools to help banks sell additional services and improve customer relationships, but only if they are used correctly and in coordinated efforts with other delivery and sales channels.

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Want to be able to hone in on what product your best business customers are likely to want next and which prospects will be the most profitable to target? Consider utilizing a “segmentation toolkit,” said Susan Brown-Monforte, senior vice president and marketing group manager for San Diego-based California Bank & Trust.

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Retail bankers are monitoring comments in social media to gauge customer sentiment, as well as to broadly predict consumer behavior.

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