5-minute video
When a customer has difficulty interacting with you, whether it's online, on the phone or in person, these shortfalls cause friction for the customer. Over time, this erodes trust in the brand.
5-minute video
Millennials are focusing on, working on—or worrying about—their finances more than ever. And they are missing the financial forest for the trees. This video by Martha Bartlett Piland, CFMP, shares recent findings from the Banktastic National Millennial Advisory Board.
6-minute video
Even standard notices can build love and loyalty for your financial institution's brand. Don't just "check the box" and send out a policy communication that squanders the opportunity to show value to customers. That's a wasted opportunity.
5-minute video
Employee engagement surveys should be more than a requirement for HR to check off of a To-Do list. Well-designed surveys are an opportunity to listen and then create a corporate culture that retains the best employees and attracts more employees like them. This is critical to growth and success in this crushingly tight labor market.
“DEAR VALUED CUSTOMER” is the laziest greeting in business.
I recently received an email with this salutation from a company where I spent a significant amount of money about two years ago. They wanted to see if I needed more of their services. They even referenced a survey that I had “recently” filled out—but actually had done more than a year ago.
To start, the timing was odd. The work and the survey were so far in the past, I wondered if my name had ended up on the wrong list.
And more than a little tone deaf, “Dear Valued Customer” doesn’t make anyone feel valued. You may as well say, “Hey you!” and be the poster child for customer experience fails.
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