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.

Does a good customer experience guarantee a strong customer relationship? Unfortunately, it does not! In fact, the strength of customer relationships is much more dependent on the consistency of experiences and their correlation with the expectations of the customer.

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Today’s empowered consumer represents an interesting paradox for banking brands.

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Bank and credit union executives today believe they understand the value of strong branding, even though the return on investment (ROI) of branding is difficult to measure.

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Community outreach is at the heart of retail banking.

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If you think about the people in your life that you are closest to, chances are they’re the ones that you’ve shared the most experiences with.

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A friend reports on a recent and rare visit to his bank branch: “I felt like I was in a time warp.

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Brand promise is typically easy to articulate but hard to implement.

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In the wake of recent regulatory restrictions on fee income and the continuing sluggish economy, financial institutions are increasingly targeting certain high-profitability affluent and mass affluent customer segments.

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Customer segmentation is a key element of bank marketing these days as companies search for growth in a slow-growth economy.

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