For all the stress on relationships, banks rarely surpass the promises in their ads. Change begins with getting to the heart of consumers’ lives.
Customer service programs that fuel measurable profitability improvement are those that are integrated into a bank’s overall operating rhythms.
Two very different banks appearing at BAI Retail Delivery 2013 show how marketing success depends on utilizing each institution’s competitive advantages.
Social media can help financial institutions both reach valued customer segments and reinforce bonds with existing customers.
In a competitive environment, financial institutions that wish to win customer loyalty should consider providing the unexpected.
As millions of Americans try to recover from the recent financial crisis, banks can help by partnering with non-profit groups such as the National Foundation for Credit Counseling.
Social media is evolving as a channel where bank marketers can learn more about their customers than from traditional methods of gauging customer sentiment.
To improve customer relationships, bankers need to move ‘experiential relationships’ to the next level by addressing emotional as well as financial needs.