By the time customers call contact centers today, most of them have been or are on the website. When they call, they want the agent to know the relevant information and expect a personalized experience—with Read More
This much we all know: The financial services landscape is sprinting towards digitization. Yet cutting through the broad brush to the sharp strokes can feel overwhelming. Among other forces, strict regulations, changing consumer expectations and Read More
“Bank-at-Work,” or workplace banking, is not a new concept. It’s a logical strategy for community and regional banks that seek a competitive edge. But too often we find banks have tried it with only limited Read More
Kiki Schirr’s bad breakup with her parents’ long-time bank didn’t happen all at once. It started with a series of indignities surrounding overdraft charges, a lost job and the challenges of making ends meet when Read More
Here’s to the artificial intelligence-driven bots that comb troves of consumer data, analyze the information and then reliably predict what a customer needs.
But that’s only half the story. It takes the softer, intuitive human touch to Read More
Perhaps more than any other generation, millennials embody a slew of contradictions. They labor under a host of pejorative labels: “lazy,” “entitled” and “narcissistic.” At the same time, they have been praised as “entrepreneurial,” “optimistic” Read More
Millennials are too often written off as a generation of overeducated slackers who live at home into their 30s. And while few cynics will laugh over the coming years, millennials will laugh all the way to Read More
Since the proliferation of ATMs and rise of digital banking, many banks have touted their human credentials to win back loyal customers and deepen relationships. Brand campaigns depict warm smiles exchanged over increasingly symbolic countertops—assumedly Read More
Cross-selling does not have to imply bankers conducting surreptitious behavior with their customers’ financial accounts. In fact, knowledgeable, timely outreach to consumers and small businesses—backed with intelligent insights and sound financial recommendations—can have a significant, Read More
Before winning Most Innovative Finserv of the Year at the 2018 BAI Global Innovation Awards, USAA chief innovation officer Zachary Read More
For many financial institutions, there’s the consumer brand designed to attract and retain customers. Then there’s the internal brand to engage employees, and the employer brand that HR crafts to attract talent. The problem is Read More
Technology has brought whirlwind change to many areas of banking. But how is fintech most effectively changing the marketing game? With big data? Machine learning? Smart content marketing? The story is still unfolding, but we know a few Read More
“Banking,” says Drew Sandholm, the marketing director with Quontic Bank in New York City, “is incredibly competitive.” Let us count the ways: “There are a whopping 5,715 federally insured banks in the United Read More
Ultimately, every organization shares an identical purpose: to create operating leverage by growing revenue faster than expenses. Over time, organizations that focus on achieving this goal become more productive and efficient. Conversely, organizations that fail Read More
People switch banks for all sorts of reasons. For some, it’s because they have to. A new job means moving from Philadelphia to Denver, and the regional bank that holds their checking account just won’t do.
But Read More
While it’s tempting to break up customers by their particular age demographics, it can also overlook those crucial elements that unite consumers across all generations. For example, it isn’t just millennials who are tech savvy; many Read More
The tired stereotype of banks handing out toasters to attract new customers is alive and well but in a more 21st Century form. One of North America’s largest retail banks recently lured potential new customers Read More
It’s one of the most ubiquitous sales programs in the banking industry and should be one of the most productive: the cross-silo referral program. So why does it often fail? After all, customers welcome an Read More
Many executives and marketing professionals view consumer loyalty as the Holy Grail: Simply put, loyal customers will stay with you and give your bank a stable customer base and stable revenue for years to come. Read More