Trust Revisited: How Banks Can Redefine Relationships One Swipe at a Time May 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. MasterCard Uses Social Media to Rebrand Its Mobile Wallet Through Real-Time Monitoring May 03, 2013MasterCard’s Conversation Suite tool allows it to monitor social media conversations in real-time in 43 different markets and 26 different languages. Banks Can't Price Their Way Out of Bad Customer Experience May 02, 2013A report from Forrester claims that for banks, customer experience is a more powerful loyalty driver than price- value perception.
Convenience No. 1 Factor In Customer Loyalty for Banks, Study Finds May 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. An Enhanced Customer Experience Can Start with the Statement March 15, 2013Leveraging technology to transform account statements into dynamic customer-centric relationship builders can improve customer experience. The Morality of Big Data February 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. Financial Services Doesn't Fare Well in Reputation Poll, But Perceptions Improving February 12, 2013A Harris Interactive poll measured the reputations of the sixty most visible companies in the country.
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 Crosshairs January 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 Consulting December 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. Fiserv Launches New Mobile App for Consumer Loyalty Rewards December 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. 2013 Forecast: The Hot Technologies That Will Define Banking December 14, 2012Cloud, digital payments and mobility will loom even larger in 2013, our panel of industry experts say.
Credit Unions Outperforming Community Banks in Mobile: Report December 11, 2012Javelin Strategy & Research finds that more credit unions offer mobile banking services than community banks.
Good News -- And Room for Improvement -- About Banks' Customer Experience Efforts December 10, 2012Accenture's 2012 Global Consumer Survey finds that consumers give relatively high ratings to their banks' efforts to provide tailored experiences. 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 Deserve November 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.
Social Media Helps Banks Communicate with Customers Affected by Hurricane October 30, 2012A number of banks are posting service updates, contacting customers and even providing safety tips to followers through their social media channels during Sandy's aftermath. USAA, ING Direct, PNC Leaders in Customer Retention, Report Says October 25, 2012Meanwhile, an analysis from Forrester Research also found that Chase, Wells Fargo, and Bank of America are the leaders in driving sales and attracting new customers.
Walmart Takes on Banks October 08, 2012The retailing giant and American Express have teamed up to offer an alternative to traditional checking and debit accounts.