Posts filtered by tags: Customer-experience[x]


 

Are Financial Institutions Wasting Their Time Chasing a Digital Dream?

Customer experience is more than a great mobile app. Your digital banking must be very good, but great relationships are what you want. The post Are Financial Institutions Wasting Their Time Chasing a Digital Dream? appeared first on The Financial Brand.
Tags: Finance, Credit Unions, Customer Experience, Marketing Strategy, Engagement, Digital Banking Strategies, Online Account Opening, Digital Apps


Open Banking Provides Potential For Revenue Goldmine

Open banking and open APIs provide opportunities to serve new markets and build partnerships for new revenue opportunities. The post Open Banking Provides Potential For Revenue Goldmine appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Spotlight, Api, Technology Strategies, Open Banking, Platform Banking


Gen Z Says They’re Eager to Use Big Techs for Banking – But Will They?

Having some type of bank account with Amazon, Google or Walmart appeals to young adults, but many prefer to open checking accounts in person. The post Gen Z Says They’re Eager to Use Big Techs for Banking – But Will They? appeared first on The Financial Brand.
Tags: Google, Amazon, Finance, Customer Experience, Walmart, Amazon Google, Digital Banking Strategies, Online Account Opening, Checking Accounts, Gen Z, Branch Strategies, Featured Content


Gen Z Says They’re Eager to Use a Big Tech for Banking – But Will They?

Having some type of bank account with Amazon, Google or Walmart appeals to young adults, but many prefer to open checking accounts in person. The post Gen Z Says They’re Eager to Use a Big Tech for Banking – But Will They? appeared first on The Financial Brand.
Tags: Google, Amazon, Finance, Customer Experience, Walmart, Amazon Google, Digital Banking Strategies, Online Account Opening, Checking Accounts, Gen Z, Branch Strategies, Featured Content


Data Reveals a Surprise Driver of CX Satisfaction in Banking

Traditional and direct financial institutions do well with websites and mobile apps but other factors impact loyalty and revenue far more. The post Data Reveals a Surprise Driver of CX Satisfaction in Banking appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Spotlight, Websites, Loyalty, Online Banking, Digital Banking Strategies, Branch Strategies, Mobile Channel, Featured Content


Research Reveals Path to Improved CX Satisfaction Scores in Banking

Traditional and direct financial institutions do well with websites and mobile apps but other factors impact loyalty and revenue far more. The post Research Reveals Path to Improved CX Satisfaction Scores in Banking appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Websites, Loyalty, Online Banking, Digital Banking Strategies, Branch Strategies, Mobile Channel, Featured Content


Why we are building the Women In CX community – Interview with Clare Muscutt

Today’s interview is with Clare Muscutt who is recognised as one of the most prominent and valued millennial voices in CX, an international consultant, keynote speaker […] The post Why we are building the Women In CX community - Interview with Clare Muscutt first appeared on Adrian Swinscoe.
Tags: Business, Leadership, Interview, Interviews, Relationships, Customer Experience, Change, Culture, Community, Team, CX, Customer Journey, Customer Experience Design, Team Development, CX design, Clare Muscutt


The Stakes Have Shot Up for Small Business Banking

If you're still handling business customers on a retail platform, these clients may soon bolt for specialized fintech or big bank offerings. The post The Stakes Have Shot Up for Small Business Banking appeared first on The Financial Brand.
Tags: Small Business, Finance, Customer Experience, Fintech, Sponsored Post, SMB, Digital Banking Strategies, Payments Strategies


5 Digital-First Strategies That Can Turn Banks Into UX Disruptors

Banks and credit unions can compete with challengers if they adopt a user-focused design approach to developing successful digital products. The post 5 Digital-First Strategies That Can Turn Banks Into UX Disruptors appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Fintech, Challenger Bank, Digital Banking Strategies, Digital Design, Featured Content


About time – Intercom puts proactive customer service back on the agenda

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the […] The post About time - Intercom puts proactive customer service back on the agenda first appeared on Adrian Swinscoe.
Tags: Business, Technology, Customer Engagement, Customer Experience, Customer Service, Intercom, Paul Adams, Customer Journey, Customer Centric, Customer focus, Customer Success, Service Experience, Proactive Customer Service


5 Ways to Craft a Digital ‘Hello’ that Kickstarts Banking Relationships

The right application and onboarding experiences can help banks and credit unions form long-term personal connections ... and convert. The post 5 Ways to Craft a Digital ‘Hello’ that Kickstarts Banking Relationships appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Onboarding, Digital Marketing, Sponsored Post, Digital Account Opening, Craft a Digital, Kickstarts Banking Relationships, Craft a Digital Hello


Online Reviews Reveal Blind Spots in Banking Transformation Strategies

Financial marketers must embrace reviews, good or bad, as a key part of the consumer digital journey. Here's how to manage them efficiently. The post Online Reviews Reveal Blind Spots in Banking Transformation Strategies appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Websites, Reputation, Digital Marketing, Customer Journey, Community & Public Relations


Online Reviews Can Reveal Blind Spots in Banking Transformation

Financial marketers must embrace reviews, good or bad, as a key part of the consumer digital journey. Here's how to manage them efficiently. The post Online Reviews Can Reveal Blind Spots in Banking Transformation appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Websites, Reputation, Digital Marketing, Customer Journey, Community & Public Relations


Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) – Interview with Nick Mehta of Gainsight

Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me […] The post Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) - Interview with Nick Mehta of Gainsight first appeared on Adrian Swinscoe.
Tags: Business, Technology, Leadership, Interviews, Business Growth, Customer Experience, Customer Service, Culture, NICK, Customer Experience Management, Customer Loyalty, Customer Retention, Customer Journey, Customer Centric, Customer focus, Customer Success


Brands that hyper-personalize will win the next decade

Evan Kohn Contributor Share on Twitter A digital marketing and customer experience leader, Evan Kohn is chief business officer at Pypestream, where he created PypePro, an AI onboarding methodology used by Fortune 500 firms. When people reach out to customer service, they’re seeking more than a solution to their immediate problem. They want empathy and understanding. What they’re often met with is a queue. Nothing frustrates pe...
Tags: Startups, TC, Column, Marketing, Tech, Customer Experience, Customer Service, Artificial Intelligence, Pypestream, Customer Support, IVR, Brand Management, Vonage, Evan Kohn


Brooklinen’s Email Marketing Relies on Transparency and Triggered Sends

When Brooklinen launched in 2014, the DTC bedding and home essentials brand had a pretty scrappy email strategy: Co-founders Rich and Vicki Fulop crafted and sent emails themselves in hopes of gaining new customers. Fast-forward six years, and the Brooklyn-based company has a full-fledged team that leverages AI algorithms and triggered, targeted sends to ensure...
Tags: Advertising, Customer Experience, Brooklyn, Email Marketing, Rich, Brooklinen, Vicki Fulop


Customer Experience And Politics: Do They Mix?

In an article I wrote a few weeks ago I posited four imperatives that, I believe, are emerging from the pandemic. One of those imperatives was […] The post Customer Experience And Politics: Do They Mix? first appeared on Adrian Swinscoe.
Tags: Business, Politics, Leadership, Customer Experience, Employee Engagement, Nike, Culture, Budweiser, Ryanair, Patagonia, Airbnb, Purpose, Lush, Employee Experience, Jigsaw, Political Brands


Three Ways Consumer Lenders Are Preparing for Life After COVID-19

When the credit delinquency dam breaks, some banks and credit unions will be ready. Here's how leaders are preparing their collections teams. The post Three Ways Consumer Lenders Are Preparing for Life After COVID-19 appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Collections, Sponsored Post, Consumer Credit, Delinquencies, Lending Strategies, Revolution Credit


Financial Marketers Must Eradicate Fine Print Surprises

When did you last really read what your institution tells consumers in agreements? Does your contact staff quote text that doesn't exist? The post Financial Marketers Must Eradicate Fine Print Surprises appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Product Marketing


Vita Coco Is Surprising Fans With Personalized Coconuts in the Mail

A coconut is an unexpected gift to receive in the mail, and that's exactly why Vita Coco plans to ship the tropical fruit to unsuspecting consumers. To celebrate World Coconut Day today, the coconut water brand has launched a snail-mail campaign called Coconotes. The campaign invites consumers to send Coconote packages that include a coconut,...
Tags: Advertising, Customer Experience, CPG, VITA COCO, Adapting to Crisis


Intuit Muscles into Banking with AI-Powered Primary Checking Account

QuickBooks Cash Account, with Green Dot as partner, will build on the software company's existing base of five million small businesses. The post Intuit Muscles into Banking with AI-Powered Primary Checking Account appeared first on The Financial Brand.
Tags: Small Business, Finance, Customer Experience, Intuit, Green Dot, Digital Banking Strategies, Innovation Strategies, Featured Content, Intuit Muscles


Google Banking: Great Leveler or Great Risk for Community Institutions?

Several large and small financial institutions have agreed to partner with the tech giant. Should you? Consider these pros and cons first. The post Google Banking: Great Leveler or Great Risk for Community Institutions? appeared first on The Financial Brand.
Tags: Google, Finance, Customer Experience, Ai, Digital Banking Strategies, Baas, Big Tech, Featured Content


Google Banking: Big Opportunity or Great Risk for Community Institutions?

Several large and small financial institutions have agreed to partner with the tech giant. Should you? Consider these pros and cons first. The post Google Banking: Big Opportunity or Great Risk for Community Institutions? appeared first on The Financial Brand.
Tags: Google, Finance, Customer Experience, Ai, Digital Banking Strategies, Baas, Big Tech, Featured Content


FORRward: A Weekly Read For Tech And Marketing Execs

Amazon Launches Halo, Its First Wearable Health Device For The Average (Budget-Conscious) Consumer This week, Amazon launched Halo, a screenless wearable device that can monitor activity, sleep, temperature, BMI, and emotion. At $99.99 (plus a small monthly service fee for advanced features), the Halo Band sits closer to Fitbit’s fitness trackers (ranging from $99.95–$169.95) than the Apple Watch ($400-plus). It focuses on what consumers want most: tracking fitness-related activity, […]
Tags: Amazon, Halo, Marketing, B2b Marketing, Customer Experience, Fitbit, Age Of The Customer, Digital Business, B2C Marketing, Infrastructure & Operations, Application Development & Delivery, CIO insights, Security Risk Management, CMO Trends, Average Budget Conscious Consumer This week Amazon


How Marketing Can Save Banking By Defining a New Mission

Too much focus on process and profits over purpose is disconnecting banks from customers. Four questions provide the key to a culture shift. The post How Marketing Can Save Banking By Defining a New Mission appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Mission, New Mission, Strategic Planning, Core Values, Culture & Leadership


How Marketing Can Save Banking By Defining a Clear Customer Mission

Too much focus on process and profits over purpose is disconnecting banks from customers. Four questions provide the key to a culture shift. The post How Marketing Can Save Banking By Defining a Clear Customer Mission appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Mission, Strategic Planning, Core Values, Culture & Leadership, Clear Customer Mission


Why BofA, not Fintechs or Amazon, Should Keep Bankers Awake at Night

Senior executives reveal eye-opening digital growth statistics as the megabank unveils new mobile banking features and branch and ATM plans. The post Why BofA, not Fintechs or Amazon, Should Keep Bankers Awake at Night appeared first on The Financial Brand.
Tags: Finance, Customer Experience, Spotlight, Mobile Apps, Websites, Online Banking, Chatbot, Digital Banking Strategies, Innovation Strategies, Branch Strategies, Mobile Channel, Featured Content


rise of the customer service bots

This cartoon is dedicated to Comcast, the most recent company to show me how far we have to go before we reach conversational AI that can come close to a human voice. The only thing worse than the Comcast customer service bot that greeted me when trying to resolve a technical issue was having to have identical conversations with the same bot each additional time I had to call back.  The human operators I finally reached (who were all incredibly helpful) eventually coached me on the quickest ...
Tags: Amazon, Digital, Customer Experience, Comcast, Zappos, Branding, Mckinsey, Ann Handley, Tony Hsieh, Servion, MarketingProfs Order Now Here, Zappos HQ, Las Vegas Zappos


Uber Urges Those Who Tolerate Racism to Delete the App

Uber riders will receive a frank message from the ride-sharing company today: "If you tolerate racism, delete Uber." The brand has teamed with Wieden+Kennedy for a digital, social and out-of-home campaign focused on racial injustice, tied to the 57th anniversary of the March on Washington and Dr. Martin Luther King Jr.'s "I Have a Dream"...
Tags: Washington, Advertising, Customer Experience, Diversity, Martin Luther King Jr, Wieden Kennedy, Equity and Inclusion


Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful – Interview with Harvard Business School Professor Stefan Thomke

Today’s interview is with Stefan Thomke, who is the William Barclay Harding Professor of Business Administration at Harvard Business School. Stefan joins me today to talk […] The post Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful - Interview with Harvard Business School Professor Stefan Thomke first appeared on Adrian Swinscoe.
Tags: Google, Business, Technology, Leadership, Microsoft, Interviews, Business Growth, Customer Experience, Change, Netflix, Culture, Ideas, Innovation, Booking.com, Business Development, Harvard Business School