Convenience No. 1 Factor In Customer Loyalty for Banks, Study FindsMay 01, 2013A recent survey suggested that banking customers care more about convenience than customer service or fees in choosing a bank, and mobile banking customers are some of the most loyal a bank can find.
The Morality of Big DataFebruary 27, 2013The writings of Alan F. Westin, a legal scholar and expert on privacy who died recently, raise important questions for banks and other businesses seeking to capitalize on big data.
The New Bank Fee Model?February 07, 2013Deloitte reports that there is growing consumer sentiment for a pay-by-transaction plan when it comes to bank fees.
Gamification: Are Banks Ready To Play?February 05, 2013While foreign banks are beginning to launch gaming initiatives in their digital channels, U.S. banks have been hesitant to follow suit. But any bank that's serious about customer experience will have to take a hard look at the growing trend.
Green Dot Puts Banks in the CrosshairsJanuary 15, 2013The prepaid financial services company launched GoBank, which it says is a mobile bank account for the smartphone generation.
USAA Ranks First in Customer Satisfaction Study by ath Power ConsultingDecember 19, 2012Banking customer satisfaction rose across the country according to the results of a recent nationwide customer experience study by ath Power Consulting, with USAA topping all banks for the third year running.
Is Your Automation Rate as Good as it’s Going to Get? Think Again…November 26, 2012Most banks set up a contact center strategy and then leave it be, when they should be constantly looking to improve it. Here are 10 steps banks can take to optimize their customer experience with the contact center.
Giving Community Bank Customers What They DeserveNovember 19, 2012Retaining a banking relationship throughout a lifetime means offering next-generation products and services that transcend geography and never give a customer reason to look elsewhere.
Walmart Takes on BanksOctober 08, 2012The retailing giant and American Express have teamed up to offer an alternative to traditional checking and debit accounts.
Banks in Danger From Dissatisfied CustomersOctober 05, 2012A study from research company GfK found that while a few banks have won over their customers with excellent service and benefits, others are in imminent danger of losing up to a third of their consumer clients.
