Blog

The Human Side of Customer Experience: Digital Transformation 2.0

Posted by David Acevedo

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Most banks and financial institutions have realized the cost reduction benefits of digital transformation. But for 2018, new technologies must go beyond achieving greater efficiencies and focus instead on creating more authentic customer engagement. That’s the consensus of over 100 global financial services leaders, who were asked by The Financial Brand for their thoughts on 2018 trends and predictions for the industry .

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Topics: Customer Experience

Bank Branding Dos & Don'ts

Posted by Rebecca Key

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Remember how disruptive the first automated teller machines were for banks? Neither do we. Whether we recall it or not, the arrival of ATMs did set off a kind of brand disruption for financial institutions, and point toward a list of branding dos and don’ts that remain relevant today.

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Topics: Sales & Marketing, CRM, Customer Experience

Why a CRM Makes Sense in 2018

Posted by Keith Twisdale

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When it comes to keeping track of current and potential customers, many banks and credit unions have yet to consider a CRM solution. That runs counter to the predicted trajectory of the industry. A PWC report reveals that while 61 percent of bankers consider a customer-centric business model to be very important, less than 20 percent are very prepared for it. Bankers must proactively seek out new tools to build the industry’s more customer-focused business model.

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Topics: CRM, Customer Experience

Make It Personal: Growing Your Bank Through Customer Relationships

Posted by Keith Twisdale

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In today’s financial market, growth is your top priority — and your biggest challenge. Often a company’s first instinct is to build more products or offer more services that can generate revenue. However, if those efforts are not born out of serving a real customer need, they will be in vain.

Your customers are searching for financial institutions that don’t just satisfy their product and service needs, but prove that they truly understand them, their personal motivations and needs.  In other words, your customers want to feel known. If you are a community bank or credit union, that is probably one of the major reasons they chose to open an account with you (as opposed to a larger bank) in the first place.

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Topics: Sales & Marketing, CRM, Customer Experience

4 Ways a FinTech Solution Can Grow Revenue

Posted by David Acevedo

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The financial industry continues to evolve as modern customers are forgoing in-branch interactions in favor of digitally-driven, tech-based banking options. This shift in behavior has left many banks scrambling to find new ways to generate profit and increase revenue.

Leveraging the power of a FinTech solution is an innovative way to combat the challenge of large online banks by improving customer experience and using data to point you toward where your institution is leaving revenue on the table. An integrated FinTech solution can impact sales, marketing, and service efforts, and ultimately, revenue. Here are four ways that a FinTech solution can help drive growth within your organization:

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Topics: Sales & Marketing, CRM, Customer Experience