Thinking premium
What does coffee have to do with creating a better banking UX?
Browsing: Customer experience
CFPB seeks feedback on consumers’ ability to obtain information from large institutions
The CFPB is seeking public feedback “related to relationship banking and how consumers can assert the right to obtain timely responses to requests for information about their accounts from banks and credit unions with more than $10 billion in assets, as well as from their affiliates,” according to a request for information issued today.
Podcast: Crafting a sweet customer experience
The cookies may be pre-packaged in plastic now, but human touch remains essential to community banking.
How banks can effectively use two-way texting
Rather than simply talking TO your customers with one-way SMS, banks benefit when they open up the conversation to talk WITH them.
Podcast: How to stay connected with time-strapped small business owners
In an environment of hiring challenges, cost inflation, supply chain woes and post-pandemic recovery, small business owners are busier than ever. “Sometimes small business owners don’t even have time to spend with their families,” says KeyBank SVP Kristyn Squires. “So when we spend time with them, it needs to be compelling.”
J.D. Power survey: Direct banks grow popularity through customer service
As more of our lives continue to shift to digitally based providers, direct banks are in a position to gain market share and mindshare by delivering around-the-clock access and products with attractive fee structures and interest rates.
RIP ROI, hello ‘ROX’
“Return on experience” is now a useful measure for banks. The good news is that the tools for making the qualitative quantifiable already exist.
Leaning Local: ‘Brand+Branch’ Strategies for Success
Banks that invest in their branch experiences and in marketing to support them consistently outperform competitors.
Chatbots: Changing the Face of Customer Engagement
Chatbots can help banks automate customer interactions, especially when it comes to basic or routine tasks, like resetting a password for an online banking account or transferring funds between accounts.
Bank Tech Trends for 2022
Banks that embrace innovation and harness the power of data and new technology—while remaining focused on customer service basics—will be well-positioned for future growth and resilience.