Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

JULY 23, 2015

Commercials claim generation after generation has banked at Bank of America , so why wouldn’t we? Thanks to the #occupy movement, many big bank customers are still defecting to smaller banks and credit unions. This even happens with social networks.

Banking 295

Banking Social Media Innovation Consulting 295

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

This is a comment from a bank customer: So my bank, ING Direct Canada, just gave me $25 for being a loyal customer. I don’t know of another bank in Canada, let alone the world, that would do that. I love my bank If you want to know more about ING, just ask. I’ve been a loyal customer for over 10 years!

Loyalty 272

Loyalty Banking Social Media Consulting 272

CloudCherry

MAY 8, 2018

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. But the landscape is constantly changing.

Banking 220

Banking Financial Retail Social Media 220

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

We started to bank via drive through in 1946! Banking is touting mobile photo check deposits and other conveniences. An app allowing customers to sign loan documents via a phone or tablet’s touch screen eliminated the need for the banking customer to go into a branch to close a loan.

Banking 282

Banking Loyalty Retail Social Media 282

Customers That Stick

SEPTEMBER 25, 2014

Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. > In five years, the most important social media channel for customer service will be Twitter. >

Banking 133

Banking Customer Experience Sports Social Media 133

Experience Investigators by 360Connext

APRIL 15, 2015

Much of outr time gets eaten up by things like recruiting, helping customers, paying bills, invoicing, banking, scheduling and ordering lunch. You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. Then the business begins to grow.

Social Media 277

Social Media Consulting Banking Blog 277

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

MARCH 9, 2015

If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore. There are plenty of groups on LinkedIn focused on customer experience, and some of them are great and some of them are not-so-great. The ones I find most interesting are the industry-specific ones. Stay current.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

JANUARY 26, 2021

I once spent two days camped out in a bank lobby to just watch how customers interacted with tellers and the environment. And don’t forget social media! Now that many organizations have a social media marketing team or a social media support team, it’s easy to forget about the customers who are interacting there.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Experience Investigators by 360Connext

OCTOBER 20, 2014

Venture capitalists want banking statements, not emotional ones. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Very Best Service

DECEMBER 3, 2024

The Power of Omnichannel Customer Service Omnichannel customer service is about providing a seamless and consistent experience across all channels, including: Social Media: Social media platforms have become essential customer service channels.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Banks and lenders will need to make the PPP process as clear and straightforward as possible to their agents and clients.

Banking 126

Banking Contact Center Insurance 2020 126

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives. Published on: August 14, 2015.

Banking 85

Banking Social Media Customer Experience Contact Center 85

ReviewTrackers

JANUARY 18, 2018

Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Building consumer trust in banking and financial services. What they are overlooking are review sites such as Yelp, mobile app stores, and social media review pages.

Banking 17

Banking Financial Insurance Brands 17

GetFeedback

APRIL 17, 2019

And when you get your bearings with that, you can enhance your company’s presence on social media with tools like Hootsuite or Sprout Social. Also, if they aren’t integrated with a ticketing system already, you may need to connect them with one, since it’s easier for agents to handle multiple channels within one system. . *

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. What can we do to help our employees understand their connection to the customer? These customers will feel anger whenever they see your brand represented and show that anger to the world.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. It’s like having a detective that works 24/7, scanning millions of data points in real time and connecting the dots instantly. Atom Bank applied this successfully. Take Atlassian , for example.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

CSM Magazine

NOVEMBER 26, 2024

With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last. This shift toward AI-enhanced interactions transforms the entire customer experience and helps brands stand out in competitive markets, helping customers feel valued with every connection.

Interaction 52

Interaction Engagement E Commerce E-support 52

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Was that a good customer experience?

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? Text analytics acts as a secret decoder for all the text your business interacts with—customer reviews, social media comments, emails, and more. They use text analytics ! So, what is text analytics?

Insights 62

Insights Social Media E Commerce 2030 62

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Create an Emotional Connection with Your Customer. He shares six ways companies and their brands can deliver an exceptional customer experience.

Customer Experience 150

Customer Experience Management Return on Investment Banking 150

CSM Magazine

AUGUST 15, 2017

Banks continue to report that enhancing customer service is their number one priority. There was a time when you could walk into a bank and tell the size of its budget based on look and feel alone. In fact, most of the top-rated mobile banking apps are from credit unions. It even has an Apple Watch offering. Make It Personal.

Banking 37

Banking Customer Service Retail Social Media 37

InMoment XI

NOVEMBER 15, 2023

Consider a mobile banking app that recently updated its user interface. If the CES scores are consistently high, it confirms that the app changes were well-received, simplifying the banking experience for users. These sources include surveys, social media, reviews, and customer support interactions.

Insights 243

Insights E Commerce Customer Experience E-support 243

ReviewTrackers

APRIL 21, 2021

List of Banking Review Sites to Track. Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Building consumer trust in banking and financial services. Banking & Financial Services: 11 Review Sites to Track. Credit Karma.

Banking 65

Banking Financial Insurance Social Media 65

Customers That Stick

FEBRUARY 26, 2015

When arriving in Cleveland, the flight attendant confirmed all passengers would be able to make the connecting flights. Needless to say, my children and I had to hightail it to the opposite end of the airport to make the connecting flight. It also happens with credit card businesses, banks, etc. Fill-In-The-Blank. >

Customer Experience 164

Customer Experience Retail Travel Fashion 164

Ecrion

SEPTEMBER 10, 2019

Businesses of all industries have learned to take advantage of global digital connectivity. When it comes to banking solutions, there’s no exception. After all, experts recognize that the world’s largest banks are taking Artificial Intelligence (AI) technology more seriously than ever.

Banking 57

Banking Customer Experience Social Media Interaction 57

BirdEye

SEPTEMBER 11, 2023

Today, customers use four or more channels to interact with brands – texts, emails, social media messages, website chatbots, and booking apps. Respond instantly to customers connecting to businesses via texting, social media messages, or chatbots to reduce wait times.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

CSM Magazine

JULY 13, 2022

When it comes to money, it’s responsible to make informed choices regarding who you do business with, especially in banking. Consumers deserve a bank that offers competitive rates, innovative financial products, and quality services. Unfortunately, the relationship between banks and consumers varies. Fee-Free Banking.

Banking 59

Banking Customer Service Financial Social Media 59

Comm100

DECEMBER 2, 2021

With an omnichannel customer engagement platform , customers can connect with their financial services on the channel that best suits them at any given time; be it via live chat, email, SMS, or mobile app. . However, despite the importance of omnichannel marketing, 94% of banking firms aren’t delivering personalized experiences.

2022 98

2022 Financial Customer Experience Omnichannel 98

Thematic

JANUARY 16, 2025

Whether it’s reviews, emails, or social media posts, does it feel like you’re barely scratching the surface of what customers are truly saying? Imagine having a tool that transforms the endless flow of customer reviews, emails, and social media comments into actionable insights. What Is Text Analytics?

Net Promoter Score 62

Net Promoter Score Social Media Feedback Insights 62

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Through Social Media. Retail banking customers who are fully engaged bring 37% more annual revenue to their primary bank than actively disengaged customers. Takeaway: Your customers enjoy the fact that they can connect with a business no matter where they are. Mobile Customer Engagement.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Hero Digital

APRIL 23, 2020

At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. Image credit: Yelp.

Banking 66

Banking Net Promoter Score Financial Social Media 66

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

For example, the CX team at a bank could create journey maps for customers who: Are applying for loans for life events like buying a house, going to college, or starting a business Prefer mobile options whenever possible Access specific services for businesses Of course, this is an oversimplification of the many customers and how they may interact.

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Manideepa Paul , Social Media Insights Manager, Lloyds Banking Group.

Social Media 56

Social Media Banking Events Consumers 56

CSM Magazine

JANUARY 27, 2025

Small wholesalers especially can benefit from this approach since it fosters genuine connections while uncovering pain points. It allows customers to connect with a real person in seconds, creating a more human experience even online. Social Media Engagement Social media isnt just a marketing toolits a direct line to your customers.

Customer Service 52

Customer Service Multi-Channel Social Media Communication 52