Blog

http://www.360view.com 360 View Wed May 22 21:46:14 2019

How One Bank Increased Customer Satisfaction by 41%

 Androscoggin Bank

Quality customer service is what separates bad businesses from good businesses and good businesses from great businesses in any industry. Recognizing this, Androscoggin Bank operates on an integrity model that puts client satisfaction above everything else.

This approach worked well for a long time, as the bank built a reputation for delivering community-focused service. But, in 2016, Androscoggin found it was not living up to its reputation and engaged 360 View to provide a solution.

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Topics: Customer Experience

http://www.360view.com 360 View Wed Apr 24 18:12:28 2019

How Traditional Banks Can Form Digital Customer Experiences that Matter

 Banking Customer Experience

The continued growth of digital-only banks and higher customer expectations has put pressure on traditional banks to change their approaches to customer service to remain competitive and relevant.

One way to augment your bank's customer experience strategy is to formalize a digital customer experience program with measurable goals. This program can provide a framework for identifying improvement opportunities and executing new technology and processes to address them.

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Topics: Customer Experience, Digital Banking

http://www.360view.com 360 View Wed Apr 24 18:20:21 2019

3 Game-Changing Ways to Use Your CRM for Customer Journey Mapping

 

Customer Journey Map 2

One rising trend in the financial services industry is the use of a journey-driven transformation approach to optimize the digital banking experience. As part of this approach, financial institutions are making a concerted effort to organize around the customer rather than their products.

This means tracking customer buying habits and activity to better understand their needs throughout their journey with your financial institution. With access to this valuable data and analytics, banks and credit unions can have confidence they’ll get in front of the right people at the right time, something that is especially important when it comesto seasonal buying trends in banking.

Consider the following top benefits of using your CRM to map customer buying behavior and guide your sales and marketing strategies. 

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Topics: Sales & Marketing, CRM, Customer Experience

http://www.360view.com 360 View Wed Apr 24 18:23:09 2019

Customer Experience Management: 2019 Financial Marketing Trends [Part 4]

 

Bank Customer Service

One common misconception about digital banking is that customers no longer desire in-person bank interactions because they can get everything they need from their phones. However, the opposite is true, as a PwC survey found that 60% of traditional bank primary customers say it’s important to have branches in close proximity.

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Topics: Sales & Marketing, CRM, Customer Experience, Digital Banking

http://www.360view.com 360 View Tue Aug 21 18:23:52 2018

How to Build on the Unique Credit Union Customer Experience for Ongoing Success

customer-experience-teller

Each year, Temkin Group releases its Temkin Experience Ratings, which serves as a customer experience benchmark for the banking industry. In the 2018 rankings, credit unions tied for the top spot based on scores in three categories: success, effort, and emotion.

Credit unions’ membership business model, favorable rates, and flexibility all make them appealing to consumers. But, in the age of instant gratification and digital customer proximity, it’s important for credit unions to adapt to new customer experience (CX) approaches so they can maintain member loyalty.

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Topics: Customer Experience