Items include
- 1 Podcasts
- 30 BID Newsletters
customer service
Podcasts
May 8, 2023
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.
Jun 6, 2024
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.
Dec 20, 2023
As more and more people turn to neobanks and fintechs, remaining competitive might require taking a page from their playbooks to provide customers with a more comprehensive and personalized experience. We discuss the growth of neobanks and which of their popular capabilities you can adopt to attract the same customers.
Dec 7, 2023
According to a recent Salesforce study, customers want two things: help preparing for economic uncertainty and a personalized experience from their financial institutions. We provide tips on how to connect customers with the guidance they need.
Nov 30, 2023
What exactly does Gen Z want from CFIs? We delve into some specific products and services that the generation now reaching adulthood wants most, and the future is digital.
Nov 21, 2023
Financial institutions that excel at customer service can see benefits in retention and loyalty. But to be good at it requires vigilance and a dedication to constant improvement. We discuss five ways you can improve your customer service.
Nov 8, 2023
Using the power of online platforms to offer banking services to customers remotely, video banking can help CFIs retain their competitive advantage and meet customer expectations. We discuss some of the key benefits for CFIs.
Nov 7, 2023
One of the top retail banking trends in 2023 is the evolution of branches. It’s not enough for branches to be spaces in which customers complete transactions. Smart branches integrate with digital offerings and attract current and potential customers in new ways.
Oct 5, 2023
Your institution’s social media channels aren’t just for marketing purposes: more customers are using them to ask questions and seek help regarding account issues. We discuss the best ways to handle customer service and support via social media.
Sep 26, 2023
Voice of the customer programs are getting ever more sophisticated, particularly with the aid of AI-powered analytics. We delve into the technical details that would be involved with implementing such programs.
Oct 3, 2023
Behavioral economics, the study of how we make decisions, is used by many FIs in various ways. We look at three areas of your business where understanding behavioral economics can help you better serve your customers.
Sep 13, 2023
Some of your commercial customers may struggle to manage their expenses and other bookkeeping duties, but you can help them with these tasks and offer more value. We highlight three examples of how some FIs are doing just that.
Aug 30, 2023
Most customers want personalized experiences, which require CFIs to collect data. But customers are also becoming increasingly concerned about how their data is being used. We discuss best practices around how institutions can collect and use data to gain and retain their customers’ trust.
Aug 22, 2023
Despite lower foot traffic since the pandemic, there is a renewed focus on branches as FIs find that customers still want human interaction for more complex operations. To complement the digital services they offer, CFIs should focus on transforming their branches from transaction-based sites to advice centers.
Jun 15, 2023
Digital banks are known for superior customer service, as well as easier and faster digital capabilities. CFIs can combat this by enhancing their own digital channels. We detail some best practices on how to accomplish that.
Jun 1, 2023
Following recent bank failures, there is a sense of unease in the industry and depositors may have concerns about the reliability of their institutions. We share four strategies CFIs can use to effectively communicate with their customers and alleviate their fears.
May 10, 2023
Almost no bank leaders think they are doing an excellent job providing digital services, and they know the areas that need improvement. The problem is figuring out how to make necessary adjustments and then following through. We provide insight on the top five digital requests from financial customers.
Sep 21, 2022
Universal retirement benefit plans are on the horizon for many states in the US, with proposed congressional legislation meaning potentially big changes for small business customers. CFIs can aid those small business customers with preemptive educational offerings to help prepare them for what’s to come.
Jun 3, 2022
CFIs that heed the call to expand digital offerings may overlook the extra pressure digital places on backup live agents. According to one study, more than half of self-service digital encounters by bank customers end in failure and wind up with a live agent.
Jun 7, 2022
CFIs are well-positioned to understand what is important to the communities they serve. By focusing on initiatives that are important to those communities, CFIs build strong relationships, grow loyal customer bases, and amplify the voices of those they serve. We provide three examples of how CFIs can do just that.
Jul 5, 2022
High-quality conversations between employees and customers can be very beneficial for the bottom lines of community financial institutions. According to Gallup, effective conversations initiated by employees are four times more likely to result in sales. We provide three tips to achieve better customer engagement.
Aug 18, 2021
Your customers rely on you for effective communications. Yet, there are many ways to send customer communications, including email, text, website chats, and even social media. So, which channel is the right one? Email is the most prevalent, but about a quarter of customers value communications from their financial institutions through other channels. There are three important tips for effective customer communication.
Dec 19, 2022
History shows that recessions lead to higher default rates among consumers. By predicting and managing delinquency before it occurs, a CFI can increase the lifetime value of existing customers by helping them avoid becoming delinquent.
Aug 23, 2022
The majority of women expect to be solely responsible for their own finances at some point in their life and a large number are stressed about money. Yet, a lack of knowledge and concerns about risk are major barriers that keep women from making financial preparations. We look at how and why CFIs should tailor products, services, and marketing to women’s unique needs.
Mar 30, 2023
With two banks closing their doors, and a digital run on other financial institutions, consumers and businesses alike are concerned about access to their accounts. We provide strategies to strengthen your position with your customers, your community, and the financial industry.
Mar 11, 2022
Radio frequency identification (RFID) is used in retail and manufacturing, but the applications are now reaching the financial industry too. No wonder, Statista puts the RFID technology market at $26.3B in revenue for this year. We explain what RFID technology is, what it can do for community financial institutions, and also report the disadvantages.
Dec 13, 2022
With inflation reaching a 40Y high this year, the cost of living has risen dramatically. Many banking customers are struggling to keep up with the prices of everyday goods. We discuss how CFIs can support customers through this difficult market.
Dec 12, 2022
Individuals with disabilities comprise a large portion of the population. CFIs that don’t take steps to tailor services and the customer service experience for this demographic could lose these customers to organizations that do.
Oct 24, 2022
With voice technology gaining in popularity, there are signs that voice banking may be catching on. Many financial institutions are investing in this area, providing further choice for consumers to access banking services. We give you an overview of the voice banking space and three considerations on how CFIs could approach this emerging channel.
Mar 24, 2022
Many financial institutions are managing staffing shortages, due to the Great Resignation and COVID. In July, 44% of contact centers said staffing issues were an obstacle to good customer service. We explore how artificial intelligence can support your customers and relieve some pressure on your frontline staff, during these shortages.
