The fortune cookie I opened recently read: “A banker is someone who lends you an umbrella when the sun is shining.” I think it was meant in a tongue-in-cheek way, but I choose to take a different perspective. In this unprecedented time fighting the COVID-19 virus on all fronts, I’m grateful for bankers who are ready and willing to help—rain or shine.
The COVID-19 pandemic is taking us all on a roller coaster. As a financial institution, your brand must be steady, solid and trusted through thick and thin. These times are feeling pretty thin for many individuals and businesses. So do some smart investing in your social media to show customers and the community that you have their backs.
Bank brands are under attack like never before. Competition is fierce and aggressive. Players from new industries are seeking to lure customers’ money away from FDIC-insured banks. Pitfalls abound.
While you strategize on fending off the marauding outsiders, be sure you’re not accidentally making your brand more vulnerable because of your own self-sabotaging actions.
With everyone at arm's length to protect from the Coronavirus, it can feel difficult to maintain warm connections. Here are best practices for at-a-distance customer experience you and your staff can implement today.
See our handy checklist and get started:
I don’t know whether it’s today’s consumer online habits or a lack of training. But I do know I don’t like it. “What’s the name?” the receptionist blankly asked me at an office this week. Ick. There seems to be an epidemic of taking the person out of personal service.
This is a danger for branders everywhere as they allow interactions to be transactional instead of relational. This is the customer experience badlands.
