Forty-eight percent of consumers prefer a phone call over an email for urgent financial matters, and 63% reported ignoring calls from their financial institution because they didn’t recognize the number.
Browsing: Customer communications
Banks face the challenge of future-proofing their use of messaging applications that are sure to face regulatory scrutiny.
Finding ways to effectively engage customers means avoiding messaging that is not only too broad but too targeted.
Avoiding a descent into content chaos is paramount. The way forward is to adopt a modular approach to content management.
Ultimately, bankers must meet businesses where they want to bank—whether it’s in-person, desktop or mobile—and deliver the same experience across all channels.
The American Bankers Association and eight other industry trade groups urged the Federal Communications Commission to require telephone companies that block calls to transition to using Session Initiation Protocol Codes 607 and 608 to provide immediate notification to the bank or other caller when it blocks the call.
The imperative of leveraging required regulatory communications to create positive customer experiences and marketing opportunities.
When clients have questions or challenges, the last thing they want to do is search for a phone number or means of contact that seems hidden, which only compounds the frustration.
Banks that differentiate by focusing on digitization alongside the human element will find it easier to keep current customers from looking for greener pastures.
As the past year has shown, successfully marketing wealth management requires changing with the larger business environment.