Podcasts
May 8, 2023
Excellent customer service can be a crucial differentiator for businesses. Done well it can help your institution attract and retain customers and drive bottom-line results. Join us as Dennis Snow walks us through proven principals for delivering outstanding customer experiences.
BID Newsletters
Nov 21, 2023
Financial institutions that excel at customer service can see benefits in retention and loyalty. But to be good at it requires vigilance and a dedication to constant improvement. We discuss five ways you can improve your customer service.
Oct 5, 2023
Your institution’s social media channels aren’t just for marketing purposes: more customers are using them to ask questions and seek help regarding account issues. We discuss the best ways to handle customer service and support via social media.
Sep 6, 2022
Online chat customer engagement solutions have been expanding rapidly among banks. But when customers need to switch to a voice conversation, the transition can be frustrating if it requires closing the chat box and then dialing in to connect to an agent again. We discuss ways to take the headache out of online chat for customers and your CFI.
Jul 18, 2023
According to the most recent banking survey from the National Federation of Independent Businesses, small organizations prefer to bank with small and regional banks. They also rank customer service as the most important factor when choosing a bank. We summarize the key findings and explore the opportunities for CFIs.
Jun 15, 2023
Digital banks are known for superior customer service, as well as easier and faster digital capabilities. CFIs can combat this by enhancing their own digital channels. We detail some best practices on how to accomplish that.
May 24, 2023
ChatGPT and other artificial intelligence-backed apps have garnered a lot of attention for their ability to automate written communication, including thought leadership materials, marketing content, and even customer service interactions. They offer both potential and the possibility of potentially expensive problems. Here’s what CFIs should know about emerging AI programs.
Dec 12, 2022
Individuals with disabilities comprise a large portion of the population. CFIs that don’t take steps to tailor services and the customer service experience for this demographic could lose these customers to organizations that do.
Jun 10, 2022
Many financial institutions rely on interactive voice response to provide customers secure access to information about their accounts. While extremely efficient for customer service, insufficient security measures can also make them a gateway for fraud. We highlight several areas that bankers should be aware of regarding IVR fraud.
Mar 20, 2024
Is getting into an interest-rate war the only way for CFIs to compete for deposits at higher interest rates? We review alternative strategies for keeping up with aggressive offers from online banks and other competitors.
Mar 14, 2024
For banks, the big three issues for 2024 are deposit growth, customer acquisition, and digital enhancement. Those three are perennial list toppers. We discuss why that is and how 2024 will shape your approach to meeting those priorities.
Jan 9, 2024
Bad actors can prey on a chatbot’s desire to be helpful, gaming its algorithms to provide access to customer accounts or financial systems. We discuss the risks of a chatbot that hasn’t been set up properly and what measures are being taken to make your CFI safer, if you deploy a chatbot.
Jan 2, 2024
As CFIs strive to make branches and in-person experiences for customers more appealing, the importance of the sensory experience should not be overlooked. We discuss why factoring in those experiences makes good sense.
Dec 28, 2023
As we continue down memory lane, we revisit this June 6 article on deposits: When it comes to deposit stickiness, finding creative new ways to serve your customers and build their loyalty can help keep your customers.
Dec 20, 2023
As more and more people turn to neobanks and fintechs, remaining competitive might require taking a page from their playbooks to provide customers with a more comprehensive and personalized experience. We discuss the growth of neobanks and which of their popular capabilities you can adopt to attract the same customers.
Dec 13, 2023
Business customers are switching financial institutions for a variety of reasons, but the new FI may end up being the same as the old FI — or worse. We detail the pros and cons that business customers weigh when they consider a switch — and what your CFI can do to make sure you’re the winner on either side of the equation.
Dec 7, 2023
According to a recent Salesforce study, customers want two things: help preparing for economic uncertainty and a personalized experience from their financial institutions. We provide tips on how to connect customers with the guidance they need.
Dec 5, 2023
Over the past year, the financial sector has had to navigate many disruptive forces. In two back-to-back articles, we look at the challenges faced by CFIs and the opportunities that have emerged during 2023. In this first article, we explore how CFIs have responded to economic uncertainty and inflation, intensified competition for deposits, and shaken consumer confidence in the banking industry.