Think Customers

JANUARY 3, 2022

Businesses across all sectors were sent scrambling as the world largely shut down in the pandemic’s early days, but banks – where brick-and-mortar locations historically were the cornerstone of day-to-day business – faced some of the biggest changes and challenges. But beyond technology, a broader shift in employee experience was jumpstarted.

Banking 52

Banking Chatbots Conference Employee Experience 52

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. The Rise of Technology in Banking: A Double-Edged Sword. By Donna Horrigan.

Banking 47

Banking Financial Trends Loyalty 47

Experience Investigators by 360Connext

OCTOBER 20, 2014

Venture capitalists want banking statements, not emotional ones. Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. That word - intuition – can be a dirty word among business types.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Relationships are like banks. That way, there’s always something in the bank for a withdrawal.”. Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It’s in the bank! However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

SaleMove

MARCH 5, 2021

As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? . A virtual branch is similar to an online bank, but it’s not the same thing. Meeting Members Where They Are With Virtual Branches.

Banking 89

Banking Case Study Financial Video 89

Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products and services only a click or two away from the customer. Part 2 in a blog series.

Banking 42

Banking How To Culture Meeting 42

Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

COPC

APRIL 1, 2024

Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications. These interactions are generally quick and do not require extensive back-and-forth communication to address the customer’s needs.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

PeopleMetrics

DECEMBER 12, 2019

Fortunately, you don’t have to spend a lot of money to boost provide an excellent employee experience. 25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Celebrate employees’ birthdays and employment anniversaries.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SaleMove

MARCH 5, 2021

As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? A virtual branch is similar to an online bank, but it’s not the same thing. Meeting Members Where They Are With Virtual Branches.

Banking 52

Banking Case Study Financial Video 52

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Banking 59

Banking Employee Engagement Roadmap Data 59

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. Change is about communication, but it's not about leaders saying, " Hey, let's have a town hall, and I'll tell you stuff " type of communication. Also, change is a process; there really is a methodology to it.

Culture 169

Culture Banking Metrics Employee Engagement 169

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Incidents involving banks like SVB and First Republic Bank, coupled with the emergence of new banks, have placed many regional and community banks in a precarious position.

Banking 72

Banking Customer Expectations Omni-Channel Financial 72

PeopleMetrics

MARCH 13, 2015

There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete. Communication is core to customer centricity. We say, Hear! It''s about time.

Communication 48

Communication Customer Experience Net Promoter Score Customer Centricity 48

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. The key here is the seamless orchestration between each one of these channels that makes true omnichannel engagement possible.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Michel Falcon Experience

FEBRUARY 27, 2020

Receiving a loan from the bank with this proof of income wasn’t very likely. Patrick must have known that this major change, one that would impact individuals’ bank accounts (a sensitive topic), would cause some of his team members to quit. But, the decision needed to be made.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

SurveySparrow

JUNE 21, 2023

Therefore, by promptly communicating with affected customers, offering compensation, and ensuring timely delivery, they turned a challenging situation into an opportunity to strengthen customer relationships. Example: A bank invests in employee training programs to enhance product knowledge and service skills.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

CX Centric

MARCH 29, 2023

Some of the companies he has consulted at, include Lloyds Banking Group, Nissan, ING Bank, Sodexo, National Grid, and Network Rail. He then further goes on to define Employee Engagement as to how positively an employee is occupied or with or committed to the job. He also runs CX Brussels ( www.cx-brussels.be

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Thematic

JULY 11, 2022

Data-driven conversations with stakeholders Teams need easy ways to communicate directly from their data and get stakeholders onboard with future plans. Atom bank was the first app-only bank in the UK and number 1 rated UK bank on Trustpilot. The company used Thematic to analyze qualitative employee engagement feedback.

Analysis 77

Analysis Roadmap Banking NPS 77

Gainsight

DECEMBER 7, 2022

Mastantuono added, “Listening to your employees’ feedback is pure gold.”. The last time I chatted with Xihao Hu, CFO at TD Bank in the U.S., I’ve read several articles and stories recently about companies encouraging employees to cancel all meetings or cut back on their meetings throughout the day,” he told me.

Meeting 52

Meeting Video Guidelines Banking 52

ClearAction

DECEMBER 16, 2017

Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Barclays’ personal performance reviews include a strategic satisfaction index, which includes a retrospective 3-month comparison to other banks and continuous improvement of the customers’ top ten wish list.

Customer Centricity 54

Customer Centricity Multi-Channel Banking Comparison 54

Beyond Philosophy

NOVEMBER 22, 2017

Career Development : In this stage, the employee matures in his/her role in the organization. The challenges in this stage are employee engagement and retention. Termination : In this final stage, sometimes referred to as “transition,” the employee leaves the organization.

e-support 89

e-support Banking Culture Consulting 89

Beyond Philosophy

OCTOBER 29, 2014

The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) This led to a large public revolt and forced the banks to axe their plans. When they removed that benefit to replace it with another one, their customers were enraged and still talk with pain about that years later.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? The communication is always about action.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Communication challenges. Impacts of consistent engagement. Mobile Customer Engagement. Customer engagement is a positive experience.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

inmoment

OCTOBER 1, 2019

These structures should always be accessible to both employees and the high-ranking organizational members for whom that information is useful. . Businesses that create formal communication channels around CX intelligence and make it easy for business leaders to take action can put intel to greater use than they would otherwise.

Customer Experience 40

Customer Experience How To Banking ROI 40

Andrew Mcfarland

SEPTEMBER 23, 2022

Another essential skill in project management is communication. Insufficient communication is often one of the significant reasons a project fails. Project managers must be good communicators and understand who they must communicate with. They should also be clear about how often to communicate with each other.

How To 48

How To Financial Guidelines Communication 48

Beyond Philosophy

NOVEMBER 22, 2015

The answer is: leadership and communication. You must strategize and communicate your plan to the team, with a set framework and guiding principles that forge a path to success. Communicate regularly. If you have any doubt about how much communication is too much, err on the side of over-communicating.

Leadership 60

Leadership Banking Communication Employee Engagement 60

Talkdesk

JUNE 18, 2020

Creating customized call flows help get new employees up to speed faster and assist customers sooner. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Industry 63

Industry Strategy Management Contact Center 63

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 48

Feedback Customer Experience Customer Centricity How To 48

C Space

APRIL 6, 2020

Those at the front lines are our colleagues, family members, customers and partners – so we join the millions around the world who put them front and center right now, to support them as they provide care amidst Covid-19,” said Michael Sneed, Executive Vice President, Global Corporate Affairs & Chief Communication Officer. “We

Brands 52

Brands Hospitality Healthcare Banking 52

Call Experts

DECEMBER 18, 2019

While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Tips 81

Tips Self Service Contact Center Call Center 81

SurveySparrow

JANUARY 7, 2021

How Customers Engagement will Change in the Upcoming Years. Customer will Look for Real-time Communication. In the upcoming years, customers will want to do business with brands that have omnichannel communication. That means your business should have multiple communication channels for the customers to keep them engaged.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

SurveySparrow

DECEMBER 7, 2020

Whether for customer feedback or employee engagement, surveys are a powerful tool for businesses. When it comes to digital transformation, a payment method should also work well with your website host and bank. A Team Communication Tool. The most common communication tool used by teams worldwide is Slack.

Tools 52

Tools Roadmap Social Media CRM 52

ViiBE Blog

MAY 26, 2021

Whether your employees want to brush up their understanding of a particular customer issue or need to seek a second opinion before they evaluate the most relevant and effective customer support, knowledge maps are an efficient way to find the best quality information in real time. Bank of ideas. Conclusion.

Software 52

Software Management How To Knowledge Base 52

Think Customers

AUGUST 9, 2021

For example, hotel receptionists, bank tellers, and other customer service and sales associates who directly interact with customers are considered part of an organization’s front office operations. Other front-office departments may include public relations, marketing, and the contact center.

Contact Center 52

Contact Center Average Handle Time How To Hotels 52