The agency put to rest speculation that it might take the database offline, yet new disclosure statements are meant to combat the notion that a complaint proves a company’s guilt. ... Read full article
In addition to launching an automated investing app, the bank created a dedicated adviser unit to provide personal service to customers when they need it. ... Read full article
With brick-and-mortar locations dwindling, it’s even more important to meet potential customers in the field. ... Read full article
If your employees are unhappy, your customers will be the first to notice. Showing a little appreciation may be an investment in keeping both. ... Read full article
The information the Consumer Financial Protection Bureau collects about customer problems can be valuable, but analysts need to move past the headline numbers. ... Read full article
Better analytical tools could help banks spot and address potential issues before a customer goes delinquent. ... Read full article
Readers consider a Senate Banking Committee investigation into Facebook's use of consumer data, weigh the value of the CFPB's complaints database, debate legislation that would require big bank executives to testify before Congress annually and ... Read full article
The Consumer Financial Protection Bureau received over a quarter-million complaints in 2018, according to analysis by an advocacy group that urged the agency to maintain public access to its database. ... Read full article
Bank critics and some lawmakers quickly seized on a tone-deaf posting by JPMorgan Chase that was designed to tout the virtues of saving money. ... Read full article
Larger institutions in particular have made banking so convenient that customers see little reason to move their accounts, according to a new report from J.D. Power. ... Read full article
The artificial intelligence engine will handle simple queries directly, feed information to customer service reps for others, and analyze all calls. ... Read full article
The system is designed to help banks deliver more personalized financial advice and is meant as a challenge to traditional bank technology vendors. ... Read full article
Page views and sales results don't explain which customers do what, and why they do things (or don't do them), in online and mobile banking. ... Read full article
Management success isn’t about adopting the latest technology craze or exuding charisma, it’s about prioritizing employees and customers. ... Read full article
The advent of self-service apps has reduced the frequency of customer-employee interactions at banks, but that just makes face-to-face time all the more valuable. ... Read full article
The Wikibuy purchase follows acquisitions of a personal financial management provider and a firm that helps digital shoppers get price adjustments. ... Read full article
The new ad illustrates how banks are going beyond traditional promotions to try and find something that customers will share on their own. ... Read full article
A new report finds credit unions' edge in satisfaction rates has all but been wiped out, while a separate study finds negative interactions with CU staff could have a big impact on the bottom line. ... Read full article
Tech innovation isn't just about creating more bells and whistles. It can also help deepen client bonds. ... Read full article
Readers consider to new evidence regarding Operation Choke Point, debate the impact of Democrats taking control of the House in November, respond to concerns about weakening the Volcker Rule and more. ... Read full article
