Blog

4 Human Behavior Hacks That Increase Engagement and Response

Posted by Rebecca Key on Jun 9, 2017 1:27:03 PM

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In today’s crowded competitive landscape, your customers are being bombarded with marketing messages every day. To stand out, you need more than a targeted list with a compelling offer. You need to tap into the decision-making shortcuts people use when they engage with your organizations.

Nancy Harhut, Chief Creative Officer at The Wilde Agency, is passionate about the impact that decision science can have on marketing. At The Financial Brand Forum 2017, Harhut gave a brilliant presentation about behavior hacks that can increase engagement and response to financial institution’s email and digital marketing efforts. Here are some of the top takeaways:

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Topics: Sales & Marketing, Customer Experience

Why Your Customers Want You to Have a Strategy

Posted by Keith Twisdale on Dec 15, 2016 12:07:28 PM

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When it comes to your customers, “strategy” can sometimes be misconstrued as a negative or deceptive approach, but that couldn’t be further from the truth. Having a strategy in place isn’t about convincing customers they need something they don’t; it’s about equipping your organization to meet customer’s real needs with the right service at the right time.

Research has shown that companies who skillfully manage and execute customer experience strategies reap enormous rewards. They achieve higher customer satisfaction, reduced churn, increased revenue, and more.

Maximizing revenue and creating a loyal customer base revolves around strong customer engagement. But you can’t just expect customer satisfaction; you have to proactively plan for it. You need a game plan in place for helping serve customers better — and they would agree.

Here’s why.

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Topics: Sales & Marketing, CRM, Customer Experience

5 Reasons CRM Should Be Part of Your Strategic Plan

Posted by Joyce Colin on Nov 30, 2016 10:28:00 AM

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Year after year, we hear from financial institutions, “We aren’t ready for CRM.” It leads me to wonder, “How can we not be ready? Aren’t we in the business of maintaining and cultivating relationships with our customers? Aren’t we expected to know the interactions our customers and prospects have with our team?”

It’s no secret that winning and retaining customers is the key to business growth and success. But, given the dynamic and ever-increasing customer demands that financial institutions face today, that’s easier said than done — especially when it comes to implementing and enforcing processes that effectively support your interactions with prospects and customers.

A CRM system is absolutely essential to making that culture shift throughout your financial institution. Here are a few reasons why you should make CRM part of your strategic plan:

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Topics: Sales & Marketing, Pop-up Technology, CRM, Customer Experience

Improve Customer Retention & Satisfaction Through Effective Onboarding

Posted by Elyse Richmann on Nov 22, 2016 4:02:16 PM

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Attracting new customers is the top priority for most banks and credit unions. Getting their attention, proving your value, targeting marketing messages toward them, and ultimately securing the account can be a long-term play. But once you’ve landed a new customer, the journey often comes to a screeching halt, which can be disorienting for your new customers — and, in the long run, bad for your bottom line.

Research shows that 80% of financial institutions are still not satisfied with their onboarding program. Despite having the closest relationships with the clients they serve, community banks reported being the least satisfied with their onboarding efforts. Sound familiar?

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Topics: Sales & Marketing, Pop-up Technology, CRM, Customer Experience

A Scalable Strategy for Treating Customers Like Family

Posted by Keith Twisdale on Oct 11, 2016 2:15:26 PM

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Does your bank’s value proposition sound something like this? “We have great relationships with our customers. We treat them like family: We know their names, their kids’ names and their birthdays.”

If so, congratulations — that’s no small feat! You’re likely building loyal customers and brand advocates that will help you grow your business and maximize your bottom line. But what happens when you expand past the point of being able to know every single one of your customers?

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Topics: Profitability, Sales & Marketing, Customer Experience