Items include
- 2 Whitepapers
- 1 Podcasts
- 11 BID Newsletters
customer service
Whitepapers
Deposit strategy is no longer a game of chasing balances — it's about building resilience. CFIs best positioned for long-term success are those that look beyond rates and volume to assess how, where, and why deposits contribute to profitability. This insights paper provides a comprehensive perspective on how CFIs can navigate the structural shifts reshaping deposit strategy.
How community financial institutions can maximize their relationships and compete in the deposit rate environment using profitability analysis and relationship modeling.
Podcasts
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.
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.
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.
Most tellers and many other front-line agents are dissatisfied with their jobs, and that can lead to poor service. Here’s how CFIs can boost morale.
Universal bankers — staffers trained to handle every task in the branch — are the way forward for many CFIs. We explain roadblocks to this model and offer suggestions for overcoming them.
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.
By modernizing physical spaces, creating community hubs, and blending digital tools with personalized service, CFIs can ensure their branches are vital, customer-centric destinations now and in the future.
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.
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.