Customer-centricity

Consumers are anxious. Credit unions can be a calming force.

11/06/20

The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way.

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Banks' digital outreach efforts amid coronavirus crisis fall short

04/06/20

Few lenders are finding creative ways to provide much-needed financial advice and emergency services online.

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Successful bankers step outside the branch

09/05/19

With brick-and-mortar locations dwindling, it’s even more important to meet potential customers in the field.

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A digital convergence: Where BofA, Disney and Old Spice overlap

06/21/19

Banks are increasingly turning to outsiders like Nikki Katz, a former Disney executive now at Bank of America, and Joel Kashuba, formerly of Procter & Gamble and now at Fifth Third, to help build their digital experiences.

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The evolution of Umpqua's pick-your-own-banker app

04/02/19

Customers are starting to reveal more to private bankers when they use GoTo, the bank's strategy chief Rilla Delorier says.

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The real way to judge bank leadership

02/07/19

Management success isn’t about adopting the latest technology craze or exuding charisma, it’s about prioritizing employees and customers.

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The bank that watches your every move

01/01/19

One bank is tracking the habits of its 4.4 million customers, giving them discounts on services if they visit the gym or get a flu shot. Other companies may soon follow suit.

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Ally Bank goes for viral marketing with 'Banksgiving' campaign

11/20/18

The new ad illustrates how banks are going beyond traditional promotions to try and find something that customers will share on their own.

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Customer calls prove rich data resource for USAA

10/03/18

The bank has long collected data about digital interactions. Now it’s adding tech to gain knowledge from phone call to better understand each customer.

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Do you omnichannel? Some customers insist on it

10/01/18

Financial firms must follow customers from mobile devices to desktop and back without missing a beat.

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