ABA Bank Marketing
Today’s workforce is more diverse than perhaps any time in previous history. At many banks, it is now common to have four generations of employees working together, from boomers and Gen Xers to millennials and now, Gen Z. Overall, this diversification has been a boon to American business, as it has been shown to drive innovation and improve the customer experience.
“Customer experience is really the only durable or sustainable differentiator in our industry,” says Rodney Shepard, who was recently promoted to be Arvest Bank’s first-ever chief customer experience officer.
Banks cannot exist without customers, so why do we make branding all about “me, me, me”? Everywhere you look there’s a bank brand talking about how awesome it is. Whether it’s customer service, technology or some other ostensibly unique angle, at its worst, bank branding focuses on everything but the customers. We must flip the script to survive.
Listen to learn about the tactics banks can use for taking a holistic approach to the customer experience.
