Financial institutions now recognize the importance of communicating to account holders through multiple channels. But they often overlook one critical success factor – retail staff.DOWNLOAD PDF
Who you work with can be as important as the work you do. So say financial services marketers as collaboration continues to grow in importance in our annual survey. In fact, collaboration between marketing and compliance has become so important we’ll be measuring its impact in next year’s survey. Want a recap of this year’s survey? Read the report.
Fewer branches translate to fewer face-to-face interactions with account holders, leading to further migration from the physical branch to digital channels. While online, mobile and the contact center are important to overall customer experience, fewer branches mean the frontline staff has an even larger impact — for better or worse.
A 19-branch Southeastern financial institution serving more than 120,000 account holders with assets of $1.4 billion sought to obtain new checking households and improve the value of accounts through the...