ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. If someone told you the customer service at a bank was incredible, you would only think positive things.

Banking 307

Banking Customer Service Customer Experience Personalization 307

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. Tyra Banks was still a supermodel after her “flamboyant moment.” It was a risk.

Banking 374

Banking Contact Center Customer Service Customer Experience 374

Callminer

FEBRUARY 23, 2021

. “Citibank originally saw a significant increase in call volume from customers asking about COVID-19 related issues, according to a source familiar with the bank, but has since seen a reduction after the bank developed some digital service options. Omnichannel analytics will be used to unify and improve CX.

Call Center 376

Call Center Technology Banking Contact Center 376

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. For example, not so long ago, people didn’t want to migrate to online banking. However, online banking has proved to be helpful to society. Technology is Already Sharing Information about You.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

SEPTEMBER 15, 2015

First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. If a person is cognitively depleted (Read: tired), then they are far more likely not to participate and look for an easier path of resistance (read: your competition’s experience).

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. Total time to get to a person that was capable of resolving the problem was 41 minutes. So, what was the cost to the bank? 87% of the interaction was on hold or talking to people who couldn’t help us, which made us frustrated, if not downright angry at the bank.

Banking 263

Banking Accountability Customer Service Personalization 263

Beyond Philosophy

SEPTEMBER 2, 2019

For example, if you have a significant other, you did something that made that person fall in love with you. For example, there was a blood bank in the US that wanted to increase donation rates. When the blood bank starts paying them for it in cash, they turned it into a transaction where now it’s more utilitarian.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Per the CBS New story, at least in the U.S., households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

NOVEMBER 4, 2018

What’s more, you can still go up to the cash register and order with a person if you like that better. Transferring money from one person to the next is easy. Huntington Bank recognized that bankers’ hours were not convenient. Use technology: Leveraging technology to make it easy for your customers is paramount.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

Callminer

NOVEMBER 9, 2020

Some fraudsters build a rapport with a particular agent or retail associate over time before requesting that they send a financial sum to their bank account. Not only does this insight provide the agent with the necessary context to vet the person on the other end of the line, but it also facilitates better customer experiences.”

Call Center 345

Call Center Banking Contact Center Accountability 345

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Even in the digital sphere, clients value a personal touch.

Banking 119

Banking Chatbots Contact Center Virtual Agent 119

ShepHyken

NOVEMBER 29, 2016

Shep and Nate also discuss how to continue to create personal interactions in this digital age and the future of customer support. Prior to founding ClearSource, Nate managed customer service teams for both American Express and BMW Bank, which instilled in him a passion for the customer experience. What is ClearSource?

outsourcing 326

outsourcing Banking Customer Support Customer Service 326

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking.

Customer retention 96

Customer retention Banking Feedback Personalization 96

Steve DiGioia

SEPTEMBER 24, 2020

He signs our paycheck, yes, but it’s drawn on the “bank of the customer”. All this does is alienate us against the very person we’re indebted to. The “boss” doesn’t pay us, the customer does. The boss just passes us a portion of the money that’s spent by our customers. Customer Service Plan – What We Must Not Do.

Customer Service 310

Customer Service Banking Sales Personalization 310

Beyond Philosophy

MARCH 31, 2020

A friend of mine told me, he received a text message from his bank that he’ll be charged for some supplementary medical insurance contract he signed 3 years ago. Digital On-Demand and Personalization. Thinking about the future, this could turn out to be a trend that will allow personalization and more interactive delivery of content.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Personalize your customer avatars and have your team members learn about them. He shares six ways companies and their brands can deliver an exceptional customer experience.

Customer Experience 390

Customer Experience Management Finance Banking 390

Beyond Philosophy

AUGUST 6, 2015

Personal challenges affect how employees feel at work. An example of these personal challenges can be not making the bills or needing help to feed their families. If you enjoyed this post, you might be interested in the following blogs: Employee Culture: Why Amazon is on Top and Bank of America Isn’t.

Employee engagement 414

Employee engagement Call Center Banking Management 414

Beyond Philosophy

SEPTEMBER 10, 2015

Furthermore, engaged employees enjoy personal satisfaction for doing so. Employee Culture: Why Amazon is On Top and Bank of America Isn’t. Employee engagement is the latest buzz phrase in the industry. It occurs when employees feel a strong commitment to the company’s mission, and motivated to contribute to the company’s success.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. But no matter where they’re banking, they prefer seamless and tailored experiences to draw them in and keep them coming back.

Customer Service 220

Customer Service Banking Enterprise Customer Experience 220

ShepHyken

DECEMBER 5, 2018

I recently talked to an executive of a bank, and he mentioned it was a big problem. Not being able to talk to a person: This is also frustrating. Some companies make it hard to get to a person. Companies are assigning executive titles to the person in charge of “design.” This isn’t designing labels and packaging.

Advertising 319

Advertising Banking Personalization Technology 319

ShepHyken

SEPTEMBER 13, 2021

And, that human just had a great experience with Netflix that was, as the author says, is fast, personalized, and effortless. Here are 18 “tricks” to help you when reaching out to the phone company, health insurance companies, the IRS, banks/lenders, and more. You’re not just selling to a company. That’s what you’re being compared to.

Customer Service 401

Customer Service B2C B2B Customer retention 401

Beyond Philosophy

JUNE 21, 2015

First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to and create for Customers. Engaging Millennial Employees.

Customer Experience 400

Customer Experience B2C B2B Banking 400

Integrity Solutions

SEPTEMBER 18, 2024

Banking sales strategies are being redefined: Here’s how to pivot your customer relationships. The predicted ups and downs in the yield curve can affect your bank’s overall profitability. Despite higher interest rates on loans, many banks’ margins are compressed due to the corresponding increase in funding costs.

Banking 83

Banking Sales Employee engagement Consulting 83

ShepHyken

MARCH 7, 2018

That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes. They greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions.

Customer Support 474

Customer Support Banking Customer Service Personalization 474

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ShepHyken

OCTOBER 21, 2024

By having a purpose beyond making money, businesses can connect with people on a more personal level. We are called to be much more engaged in a way that is not programmatic but in a way that is person-to-person.” This builds trust and loyalty among consumers and employees alike.

Customer Experience 220

Customer Experience Self service Banking Wait times 220

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. Ten-thousand respondents ranked brands’ Customer Experience based on six categories. Time and Effort. Resolution. Expectations. The Bad News.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Banking 88

Banking Customer Experience Big data Chatbots 88

Beyond Philosophy

APRIL 5, 2017

In their apology to their customers, they expressed deep regret to the Senate Banking Committee. By offering to resolve any issues, you’re putting the ball in the other person’s court. In a business environment it is clearly preferable to meet in person. Not only was Wells Fargo criticized, but they had to pay fines.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

Beyond Philosophy

NOVEMBER 22, 2019

Dunbar’s number and the size of the tribe might matter for personal connections, but not for the size of your tribe. Stephen Covey, in The Seven Habits of Highly Effective People, talks about the Emotional Bank Account. The existence of a tribe is like getting an extra deposit in that emotional bank account.

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

NOVEMBER 13, 2017

Burton conducted an experiment where he showed people pairs of faces and asked them whether the two faces were the same person. When you go into a store, the bank, or your local cafe, it feels different when the employees recognize you. This personal touch means the restaurant always has a steady stream of customers.

Consulting 334

Consulting Consulting Banking Customer Experience 334

Beyond Philosophy

JULY 5, 2015

Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

ShepHyken

MAY 3, 2021

an online retailer of music instruments and audio gear, is dedicated to investing in an “old school” approach when it comes to customer experience and the strategy is all about personalization and relationships. A personalized experience wins over an automated experience. This company is on my radar.

Customer Service 293

Customer Service Entertainment Banking Marketing 293

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. Technology replacing humans. That’s what we all fear. And yet, a net gain in human jobs is also expected.

Contact Center 296

Contact Center Self service Banking Airlines 296

Beyond Philosophy

MARCH 12, 2022

Also, like your personal relationships, they can weather a little bad news without ending them. To begin with, we borrow from a concept in Stephen Covey’s 7 Habits of Highly Effective People called the Emotional Bank Account. An Emotional Bank Account is a lot like a regular bank account where you make deposits and withdrawals.

Banking 39

Banking Construction Consulting Consulting 39