Focused data, focused on customers
Like an overwhelming number of banks, Wells Fargo wants to treat its customers individually. It wants to know what products and services they want based on their life and financial situations. And Read More
Customer journey mapping: The long and winning road
It’s no secret that happier customers are our most loyal, dependable customers. And in today’s disruptive environment, where customers can choose to bank with anyone instead of the neighborhood branch, it’s more important than ever to Read More
Four customer engagement lessons to spark loan volume
As anyone in financial services knows, an influx of new players has flooded the consumer lending marketplace. Some have staying power. Some don’t. But all take full advantage of advances in digital technologies to meet Read More
Lend them your ears: How better-listening banks win and keep customers
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. We get it: Email Read More
Pulling an Uber: Can banks deliver a similar customer experience?
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 Read More
No data but not dated: Why pre-digital bank marketing methods still work
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. Data as the new data.
And next to Read More
Counteract these five myths about boomers, banking and technology
Baby boomers hold the keys to the American Dream. No generation in history has done as well financially as those born between 1946 and 1964. They hold two-thirds of all deposits Read More
Podcast: An insider’s guide to risk and data management
In an age when so much stress is placed on customer experience, financial institutions need to keep an eye on the safeguards that guarantee success.
Terry Ammons, partner Read More
A guide to effective fintech in 2019
From small community banks and credit unions to multinational megabanks, the financial services industry has undergone myriad changes thanks to the fintech revolution. The technology shapes the products and services banks offer their customers Read More
Podcast: Getting to the bottom of great customer experience in 2019
For all the noise surrounding customer experience, dialing in to the best practices and effective strategies is another story.
Kerim Tumay, vice president of marketing for Read More
Podcast: Realizing phenomenal potential of data in 2019
While financial institutions know data holds the key to success, many haven’t figured out how to collect it or what exactly to do with it.
Kunal Chopra, leader Read More
The top 10 mobile banking trends for 2019
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. There’s even a growing trend for ATM withdrawals without your chip card—which Read More
How will you deepen customer relationships and build trust in 2019?
Customers continue to value relationships with their banker at the branch. It’s where they experience the warmth of the human touch: a handshake, eye contact or the sharing of a personal story. Familiarity, of course, builds Read More
Podcast: The top decisions of 2019 with the BAI Leadership Team
As the financial services industry begins a new year, three topics are sure to dominate the agendas of many banks. How can institutions win the talent war? How can they use Read More
Podcast: The big branch trends for 2019
Are branches here to stay or going away? Is more high tech a good thing or an obstacle to human connection? The questions won’t go away; smart answers are hard to Read More
Four of banking’s best marketing campaigns in 2018
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.
Ally took a Read More
Podcast: How banks can win at gamification
If you’ve ever wondered why banks should teach employees serious content in amusing and engaging ways, consider the bottom-line effect it can have on customer interaction and experience.
Why compliance is no excuse for being dull on social media
When it comes to Facebook, Twitter or Instagram, compliance isn’t exactly up there with celebrity news. But it hardly matters, given this: The very nature of financial industry regulation creates a chilling effect on any attempt Read More
Three ways community banks can trigger loan marketing success
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.
What drives the rosier outlook? Consumers generally feel positive Read More
Winning beyond share of wallet: What’s your relationship value?
Bankers invest so much time and attention toward driving “share of wallet” (SoW) that many tend to treat it as the de facto metric for measuring return on investment (ROI) in digital technology. But this Read More