For all the talk of online channel importance, financial institutions are missing crucial opportunities to engage customers online.
To encourage mutually rewarding relationships with their customers, bankers need to create experiences that show the institution values them as people.
Paul Kadin of Citibank describes how marketing executives can work with other departments of the bank to align brand promise with the customer experience.
Citigroup’s Linda Descano says the bank’s Women & Co. Website is designed to foster consumer engagement rather than an immediate return on investment.
To get the most out of their social media efforts, banks need to interact honestly with customers and provide them with real value.
The methods for accessing and responding to customer feedback depend on an institution’s size and the type of feedback required.
By providing global connectivity at unparalleled speed, social networks have unleashed the power of customers to make a difference.
One way or another, 2012 is going to be about change in the banking industry and bank marketers need to be ahead of that curve.