Todd Robertson
Aug 6, 2021

A switch from "passive" to "active" web technology can help banks meet customer-journey expectations being molded by other industries.

In financial services, the customer loyalty battle has evolved to where rewards programs must offer more than points—for after all, traditional one-size-fits-all points programs succumb to attrition and inactivity after a few moments of intrigue.

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Like an overwhelming number of banks, Wells Fargo wants to treat its customers individually.

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It’s no secret that happier customers are our most loyal, dependable customers.

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As anyone in financial services knows, an influx of new players has flooded the consumer lending marketplace.

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Refinance your home! Buy a car for a low fixed rate! When they interact with consumers, some banks seem to prefer a one-size-fits-all communications model with a heavy emphasis on product pitch.

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Velcro, Kleenex and Jell-O: Many brands have become so much a part of people’s lives that they are now used as universal references for all products in that category—or sometimes verbs, as is the case with Google.

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Faster than you can say “analytics,” bank marketers have gone gaga for data: Data this, data that, data as the new (choose one) oil, electricity, rocket fuel.

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Baby boomers hold the keys to the American Dream.

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From small community banks and credit unions to multinational megabanks, the financial services industry has undergone myriad changes thanks to the fintech revolution.

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Mobile banking is exploding with new ideas from voice-first development, to putting humans back into the digital experience; to artificial intelligence and advanced biometrics.

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Customers continue to value relationships with their banker at the branch.

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In terms of 2018 attention grabbers, few in any bank marketing campaigns could match the appeal and impact of Ally Bank’s “It’s Payback Time”: equal parts feel good and get even.

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When it comes to Facebook, Twitter or Instagram, compliance isn’t exactly up there with celebrity news.

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After years of sustained practicality, consumers are borrowing again at a record pace: whether for home improvements, buying new homes and autos, or financing their children’s college education.

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According to Consumer Financial Protection Bureau data (CFPB), roughly 45 million people in the U.

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It’s true: Your account holders want personalized offerings.

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In the realm of sales, Deepak Kukreja has declared a brand new hunting season—literally.

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Banks today face an urgent dilemma driven by one of the most sought-after customer segments: millennials.

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Especially in the wake of relaxed regulation, community banks have leverage to make their customer experiences better.

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It used to be that as the competition goes, Bank X was across town.

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