A $30 billion financial institution had missed revenue opportunities with the value of existing accounts. Harland Clarke Marketing Services developed a program to engage, grow and retain new account holders. The program resulted in a 32 percent email “open rate”, exceeding the 20 percent average for the banking and financial industry.download pdf
What is the biggest challenge for your financial institution? If you’re like nearly a third (29.3 percent) of financial institution executives, you’ll say it’s driving growth and profitability. There are many avenues for growth, of course, including branch staff, online initiatives, direct mail and lending teams. But one surprising and frequently ignored growth channel is your contact center.
There can be a big disconnect between the customer experience that financial institutions think they’re providing vs. the experience account holders are receiving. How can banks and credit unions stay competitive and deliver an outstanding customer experience?
Think Millennials are only mobile or digitally focused? Think again. They still like quick access to their cash. They also want the convenience of having a branch location nearby.