Items include
- 3 Podcasts
- 27 BID Newsletters
customer experience
Podcasts
Banking Out Loud host Nancy Ozawa discusses relationship banking, its benefits, and strategies for success with guest Justin Armstrong, Co-CEO of UBank, and PCBB’s Northeast Regional Manager, Mike Foreman. The group delves into how prioritizing customer relationships over transactions radically transformed UBank’s approach to banking.
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.
It's always a good time to focus on keeping your customers happy and loyal. In this episode of Banking Out Loud, we discuss ways to increase customer loyalty and offer 3 tips to get started and also key mistakes to avoid.
Handled well, customer complaints can strengthen loyalty and reveal valuable insights. CFIs that respond quickly, take ownership, and learn from feedback turn moments of frustration into lasting trust and retention.
Digital efficiency matters, but it doesn’t have to replace the human touch. Learn how digital banking experiences can strengthen personal connections and customer trust.
Anticipatory banking brings the same predictive intelligence behind Netflix and Spotify into business banking, using SMB data to anticipate needs, guide key financial decisions, and help CFIs deepen primary relationships.
Victims of fraud want more than just their funds returned. If their financial institution can’t find the perpetrator, they’re 41% more likely to switch to one that will. We discuss why and how to prioritize identifying the criminal.
In its Voice of Community Banks Survey, BNY uncovers opportunities for CFIs to capitalize on untapped potential in the SMB market.
A strong relationship management team is essential for winning over SMBs. We offer insights on what SMBs look for in a banking relationship, and tips on strengthening relationship management skills.
Onboarding is where loyalty begins. By combining automation, personalization, and transparency, CFIs can turn new customers into long-term advocates who drive growth.
Digital-only banks are landing more than four of every 10 new checking account openings. To better compete, CFIs can strengthen their online and mobile account opening tools.
Checking accounts are a common entry point for new banking relationships, and personal checking accounts can offer great incentives. Here’s how retail checking features can inspire features for business checking.
Smart friction means introducing conditional hurdles into the digital experience — but just for suspicious activity. We outline what smart friction is and how it can help combat fraud.
Give commercial customers a central place to connect with all their financial matters and you may improve the odds of becoming their primary bank.
With digitalization continually expanding, automated customer onboarding can alleviate a pain point for both customers and staff. We compare manual versus automated processes so you can see for yourself the stark differences for employees.
Around 35% of SMBs are considering changing banking relationships. Before you court them, your acquisition strategy should consider their reasons for switching and ensure you don’t repeat the mistakes of their previous financial institution.
Using chatbots for customer service can increase efficiency for CFI personnel, but sometimes customers really need to interact with a person. We provide best practices for balancing chatbots with the human touch.
Following tradition, we're taking a look back at your favorite articles from this year as we BID adieu to 2024. This popular June article can help you develop the gift of gab. Learn the FORD and HEFE methods to improve customer engagement by starting meaningful conversations. These simple yet effective techniques could enhance relationships and potentially increase sales.
A well-crafted jingle embeds itself in the memory of potential and existing customers, creating an emotional connection. We discuss how to create a jingle and how to use it.
A new set of global standards has been developed to help organizations better measure customer experience and identify areas for improvement.
Voice banking, boosted by developments in AI is gaining traction. We discuss the benefits of voice banking and where improvements are needed to increase value for banking customers.
Generative AI transforms payments by enhancing customer service with smart chatbots and supporting staff with efficient tools. Discover how AI-powered solutions improve insights, spending checks, and internal operations.
A recent survey on trust in financial services signals that US financial institutions could do more to build trust and customer loyalty. We explore six strategies to help do so.
Discover effective strategies for CFIs to understand and respond to the diverse needs of both customers and employees, fostering inclusivity in the workplace and community.
Learn the FORD and HEFE methods to improve customer engagement by starting meaningful conversations. These simple yet effective techniques could enhance relationships and potentially increase sales.
Fractional share programs provide an attractive alternative to traditional loyalty programs and could be more effective with customers. Should your institution consider implementing one? We go into the details.
With mobile banking gaining popularity, offering a test-drive, demo, or trial of your app can help you gain new customers. We discuss possible strategies and examples from other institutions.
The banking subscription model is gaining traction. We discuss some of the benefits of a subscription service for both CFIs and their business customers and suggest ways in which to ensure a successful implementation.
By combining technology, psychology, and economics, gamification is redefining how people engage with their money. It is proving an effective tool to enhance the customer experience and drive engagement. We explore the core principles of gamification and look at some of its applications that could be of interest to CFIs.
We talk about the need for CFIs to have a quality digital onboarding process. But what exactly makes an onboarding process convenient, and how does it impact the overall customer experience? We explain the qualities a CFI needs in its onboarding process to compete successfully for new customers and keep existing ones.