4 Ways to Boost Customer Loyalty

Attracting new banking customers is a key part of growing a financial institution—but retaining those customers is another matter altogether. So let’s break things down a bit. Customer retention is strongly tied to loyalty, satisfaction, and a number of other key metrics. From complex, tiered loyalty programs to customer segmentation and smart data analysis, there are a [...]

Streamlining the Customer Experience With Home Loan Survey Results

So, you’ve run the mortgage surveys, collected the data, and are now wondering what to do with it all. We’ve got the answer. Or answers, as it were. Customer experience surveys contain a vast amount of information that can be used in many different ways, from evaluating the need for a new service channel to gauging customer [...]

4 Back-Office Issues That Impact Customer Service

It’s all too easy to focus customer experience efforts and growth strategies exclusively on coaching front-line staff. They are, after all, the most visible part of your team. But the back office needs adequate support, as well. If underwriting is rigid or IT is constantly backed up, you’ll see those problems magnified and expressed in your customer [...]

5 Financial Marketing Trends to Watch

As the new decade rapidly approaches, financial institutions find themselves vying for customers in an increasingly competitive landscape. Online-only banks and financial apps are attracting technology-savvy customers left and right—so how can traditional financial institutions keep up? Customer service is at the core of all of an institution's products and services. For many smaller financial institutions, it’s [...]

Do Your Banking Customers Trust You?

We’ve learned a lot of crucial lessons from the errors of larger financial institutions in the last decade. One of the most important is that trust is a touchy subject, and financial institutions both large and small have very little margin for error in the eyes of the customer.  In light of the increasing number of online [...]

Boosting Your Financial Institution’s Ease of Doing Business Rating

If you’re in the process of overhauling the customer experience at your financial institution, you’re likely looking for ways to evaluate what already is and isn’t working. You can do this by taking stock of the various factors that affect customer satisfaction. To that end, we’re diving into one of the most essential metrics that contribute to [...]