Topics: Retention

How Big Data Can Drive Mobile Payments AdoptionJune 18, 2013How banks decide to use their customer data to make relevant coupon offers to consumers will determine their place in the mobile payments ecosystem.
+ Comment
How Financial Institutions Can Use Big Data and Converged Data Sets to Improve Customer LoyaltyMay 31, 2013Using big data with an omnichannel strategy and new methods of customer engagement like gamififaction can help banks improve their customer loyalty programs.
+ Comment
Non-Traditional Services and Bundles Can Help Drive Fee Revenue, Study FindsMay 31, 2013A new study by Market Rates Insight found that customers are interested in - and willing to pay fees for - new financial services like identity theft protection and same day bill pay.
+ Comment
Trust Revisited: How Banks Can Redefine Relationships One Swipe at a TimeMay 15, 2013Banks have lost a great deal of public trust since the financial crisis, but they can recover some of that trust by fulfilling consumers’ desire for innovative and convenient mobile solutions.
+ Comment
MasterCard Uses Social Media to Rebrand Its Mobile Wallet Through Real-Time MonitoringMay 03, 2013MasterCard’s Conversation Suite tool allows it to monitor social media conversations in real-time in 43 different markets and 26 different languages.
+ Comment
Banks Can't Price Their Way Out of Bad Customer ExperienceMay 02, 2013A report from Forrester claims that for banks, customer experience is a more powerful loyalty driver than price- value perception.
+ Comment
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.
+ Comment
An Enhanced Customer Experience Can Start with the StatementMarch 15, 2013Leveraging technology to transform account statements into dynamic customer-centric relationship builders can improve customer experience.
+ Comment
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.
+ Comment
Financial Services Doesn't Fare Well in Reputation Poll, But Perceptions ImprovingFebruary 12, 2013A Harris Interactive poll measured the reputations of the sixty most visible companies in the country.
+ Comment
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.
+ Comment
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.
+ Comment
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.
+ Comment
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.
+ Comment
Fiserv Launches New Mobile App for Consumer Loyalty RewardsDecember 17, 2012Fiserv's new mobile app for its UChoose Rewards product will enable banking customers to use their mobile devices to earn more loyalty rewards.
+ Comment
2013 Forecast: The Hot Technologies That Will Define BankingDecember 14, 2012Cloud, digital payments and mobility will loom even larger in 2013, our panel of industry experts say.
+ Comment
Credit Unions Outperforming Community Banks in Mobile: ReportDecember 11, 2012Javelin Strategy & Research finds that more credit unions offer mobile banking services than community banks.
+ Comment
Good News -- And Room for Improvement -- About Banks' Customer Experience EffortsDecember 10, 2012Accenture's 2012 Global Consumer Survey finds that consumers give relatively high ratings to their banks' efforts to provide tailored experiences.
+ Comment
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.
+ Comment
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.
+ Comment