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Posts in category "Customer Engagement"

11/12/2018

Re-engaging the unengaged customer

Are your customers engaged? It’s a question many in the financial industry are asking themselves lately. In the age of fintech disruption, it’s more important than ever for financial institutions to reach out to customers, to make them feel valued, and to give them reasons to give you more of their wallet. It’s an opportunity…

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10/29/2018

Trends and Takeaways from the Finovate Conference

While attending a different industry conference recently, I was reminded why Finovate remains one of my favorite events on the fintech calendar. Given the popularity of TV programs like “Shark Tank” and a natural business desire to discover the latest technology, most banking conferences have added some “quick pitch” component to their agendas. The now…

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09/20/2018

Plugging Into Charities Can Drive Market Awareness

Most financial institutions are used to donation requests throughout the year from a large number of diverse and well-meaning charitable causes. Many contribute to a large number of these causes (which is not necessarily a negative thing). However, savvy financial institutions should look for some type of return on their charitable donations investment. This will…

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08/09/2018

Sure, Bank Branches Are Declining – But Let’s Keep Things in Perspective

Here we go again. We can probably count on a replay of these headlines with every quarterly bank earnings release cycle. Here’s a recent one, courtesy of CNN: “Why Bank of America Branches Are Disappearing.” The article begins with the concise statement, “The future of banking is here- and it’s mobile.” I agree wholeheartedly with this…

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06/27/2018

What’s Impacting CX in 2018

The “customer experience” is getting so much hype these days it even has its own hip moniker: CX. Why is CX the hot topic right now? One reason is because tech titans like Amazon and Netflix have completely redefined it. For Amazon, Netflix, Google, Facebook and others, CX is alpha and omega, front and center,…

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06/05/2018

Half of Americans Are Confused About Credit Card Rewards

Do your customers have a handle on their credit card rewards? Is it about miles? Points? Cash back? A mixture of all three? Do they know how, exactly, they’re earning the rewards and how to redeem them? If you think they do, you might want to think again. A new survey by NextAdvisor found that roughly half…

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06/04/2018

The Future of the Branch: They Still Play a Vital Role in Your CX

If you spend time reading trade publications like I do, you’ll see a lot of articles declaring the death of things … direct mail, community banking, debit rewards, and even checks (how dare they!) One that I see quite frequently though is the death of the bank branch. I think this declaration is a little…

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