For all the talk of online channel importance, financial institutions are missing crucial opportunities to engage customers online.
The recent Volkswagen emissions scandal can show banks how not to deal with a public relations crisis.
It is possible for banks to become customer-centric if they combine the right mindset and culture with appropriate technologies on a connected platform.
To meet the challenges from non-bank disruptors, banks need to take steps to retain their positions at the front end of customer experiences.
A three step process for managing wait times in the branch can help reduce customer dissatisfaction.
To build buzz for their brands, banks need to engage consumers via social media and then invite them to in-branch events.
Measuring the ROI of digital marketing efforts is very complex, say bank marketing executives, and must be approached within a larger context of the institution’s overall marketing outreach.
Successful mobile marketing requires targeting the right customer at the right time, adjusting messages in real time and enabling immediate customer action on those messages.