The Financial Brand

JULY 21, 2019

The branch-digital debate obscures the point that great customer experience, which increasingly may include advice, is what consumers want. The post Branch Versus Digital Banking isn’t the Issue, Customer Experience is appeared first on The Financial Brand.

Customer Experience 33

Customer Experience Digital Banking Branding Branch Strategies 33

South State Correspondent

NOVEMBER 20, 2024

In this article, we will touch on innovation, technology and banking strategy to show why banks tends to overemphasize ease, familiarity and convenience instead doing the difficult task upfront that will ultimately keep things simple. Keeping things simple, is difficult.

Strategy 195

Strategy Resources System Management 195

Gonzobanker

NOVEMBER 29, 2016

Allow branch staff (who we no longer call tellers) to focus more on providing financial advice, community involvement, and driving brand awareness than on counting and handling cash. Also, drive-thru lanes with ITMs typically provide a better customer experience than transacting and communicating through the traditional vacuum tube system.

Video 60

Video Strategy Branch Strategies ATM 60

Gonzobanker

NOVEMBER 29, 2016

Allow branch staff (who we no longer call tellers) to focus more on providing financial advice, community involvement, and driving brand awareness than on counting and handling cash. Also, drive-thru lanes with ITMs typically provide a better customer experience than transacting and communicating through the traditional vacuum tube system.

Video 60

Video Strategy Branch Strategies ATM 60

American Banker

JUNE 27, 2016

Is being customer-centric a goal at your bank? You’ll need to master these five practices to align employee behavior with your desire to improve the customer experience.

Customer Experience 45

Customer Experience Branch Strategies Regional National 45

The Financial Brand

JULY 5, 2020

Fewer people will visit branches but they'll still demand a great customer experience. The post Why Universal Bankers are Now the Only Logical Option for Branches appeared first on The Financial Brand. This model is tailor-made for the post-COVID age.

Customer Experience 36

Customer Experience Branding Branch Strategies Strategy 36

The Financial Brand

JUNE 18, 2021

Branch network optimization is complex, but done correctly by harnessing data and customer experience research, it is highly rewarding. The post Three Essentials to Creating a High-Performing Branch Network appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Customer Experience 34

Customer Experience Banking Trends Analysis Trends 34

The Financial Brand

JANUARY 10, 2017

In-branch, real-time measurement of customer experience provides the constant and ongoing improvement expected by today's consumer.

Customer Experience 12

Customer Experience Branch Strategies Strategy 12

The Financial Brand

JANUARY 23, 2017

With the goal of profitability and an enhanced customer experience, strategies and investments should focus on digital channels not branches.

Customer Experience 12

Customer Experience Industry Strategy Branch Strategies 12

The Financial Brand

JANUARY 11, 2022

Innovative minds in other industries have come up with terrific ways to improve customer experience that banks and credit unions can borrow. The post Here Are 8 Inspired Ideas from Other Industries that Banks Should Use Too appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Industry 38

Industry Banking Trends Customer Experience Analysis 38

The Financial Brand

JUNE 16, 2021

By focusing on four primary channels, financial marketers can create better customer experiences and increase profitability. The post 4 Fast Fixes to Improve Your Financial Institution’s CX appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Customer Experience 27

Customer Experience Banking Trends Analysis Trends 27

The Financial Brand

JANUARY 25, 2015

The importance of branches in banking is shifting from transactional to supporting a better multi-channel customer experience. Branch Strategies Branch of the Future Novantas'

Branch Strategies 12

Branch Strategies Customer Experience Strategy 12

The Financial Brand

NOVEMBER 17, 2021

Banks should leverage the shift to digital options by building a hybrid distribution network that uses human engagement to improve experiences. The post Banking Must Combine Strength of Humans With Power of Technology appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Technology 42

Technology Banking Trends Analysis Trends 42

The Financial Brand

SEPTEMBER 17, 2020

Traditional and direct financial institutions do well with websites and mobile apps but other factors impact loyalty and revenue far more. The post Research Reveals Path to Improved CX Satisfaction Scores in Banking appeared first on The Financial Brand.

Branding 43

Branding Mobile Branch Strategies Customer Experience 43

The Financial Brand

DECEMBER 14, 2021

The future of work in banking will become detached from physical facilities and become increasingly mobile enabled. The post It’s Time to Empower a Mobile Workforce in Banking appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Mobile 43

Mobile Banking Trends Analysis Trends 43

The Financial Brand

NOVEMBER 7, 2021

Research on the future of banking finds that most changes in the future of banking will be evolutions of the more recent past. The post 14 Surprising Projections on the Future of Banking appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Banking Trends 43

Banking Trends Analysis Trends Branding 43

The Financial Brand

SEPTEMBER 14, 2021

The highly digital yet personal strategy of one community institution points a way forward. Fragmented relationships are the new reality. The post The ‘Primary Financial Institution’ Concept Is Dead… Now What? appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Banking Trends 43

Banking Trends Analysis Strategy Community 43

The Financial Brand

JUNE 25, 2020

Reports from banking's front lines as branches reopen paint a different picture from the usual predictions about consumer banking behavior. The post How People’s Changing Habits Will Impact the Future of Branch Banking appeared first on The Financial Brand.

Branding 43

Branding Report Branch Strategies Customer Experience 43

The Financial Brand

APRIL 12, 2020

The post Bank Branches: There’s No Going Back to Pre-COVID Days appeared first on The Financial Brand. The coronavirus has sharply altered consumer banking habits forcing financial institutions to rethink the future of the in-person channel.

Branding 43

Branding Branch Strategies Customer Experience Strategy 43

The Financial Brand

JANUARY 31, 2021

GameStop provides lessons for the banking industry on digital transformation and potential impact of a distrusting community. The post What GameStop Can Teach Banking About Digital Disruption appeared first on The Financial Brand.

Community 43

Community Branding Industry Branch Strategies 43

The Financial Brand

DECEMBER 27, 2020

Chatbots may one day dominate CX, but for now these centers are essential for both sales and service as branch interactions trend lower. The post Why Contact Centers Are a Key Part of a Human+Digital Banking Strategy appeared first on The Financial Brand.

Strategy 42

Strategy Digital Banking Trends Branding 42

The Financial Brand

AUGUST 10, 2020

The post Gen Z Likes Banks Over Big Techs While Shunning Branches appeared first on The Financial Brand. For the members of Gen Z, it's a Venmo world. But for these tech-savvy consumers trust is as important in their banking as convenience.

Branding 42

Branding Branch Strategies Customer Experience Strategy 42

The Financial Brand

FEBRUARY 22, 2021

The post Why Bankers Won’t Ditch Branches, Despite Explosive Digital Growth appeared first on The Financial Brand. New data, earnings presentations and interviews with bank and credit union leaders and other experts pinpoint key in-person banking trends.

Banking Trends 41

Banking Trends Trends Branding Data 41

The Financial Brand

FEBRUARY 7, 2021

Some insist regional banks are doomed. But they overlook a midwestern institution that gives away little to the megabanks in retail banking. The post How Huntington Bank Has Quietly Become a Digital Powerhouse appeared first on The Financial Brand.

Regional 41

Regional Branding Retail Branch Strategies 41

The Financial Brand

JUNE 30, 2021

For the banking industry to transform from a branch-based model to a digital ecosystem requires technology, collaboration and a focus on experiences. The post Future of Branches Debated in a Transformed Digital Ecosystem appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Banking Trends 40

Banking Trends Analysis Trends Branding 40

The Financial Brand

MARCH 25, 2020

Now it's hotter as the technology is used as a branch alternative. Interest in live video banking was warming up prior to coronavirus. The post Will the Pandemic Catapult Mobile Video Banking Into the Big Time? appeared first on The Financial Brand.

Video 40

Video Mobile Branding Technology 40

The Financial Brand

OCTOBER 21, 2020

Branch traditionalists' may have gotten more digital channel mojo during the pandemic, but many would happily return to the 'old normal.'. The post Rethinking Branch Networks Without Killing Sales or Jeopardizing Growth appeared first on The Financial Brand.

Branding 40

Branding Branch Strategies Customer Experience Strategy 40

The Financial Brand

NOVEMBER 3, 2020

Fintech apps now face stiffer competition as large financial institutions have upped their game. But will the rest of the industry keep pace? The post Digital Wellness Tools Embraced by Financially Stressed Consumers appeared first on The Financial Brand.

Tools 40

Tools Branding Fintech Industry 40

The Financial Brand

JANUARY 31, 2022

As a record number of bank branches are shuttered, those remaining are reimagined for greater efficiency and improved experiences. The post The Future Role of Branches Is More Uncertain Than Ever appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Banking Trends 40

Banking Trends Analysis Trends Branding 40

The Financial Brand

OCTOBER 8, 2020

a digital app tightly tied to in-person experience. The post Inside the Strategy Behind BofA’s Digital Life Planning App appeared first on The Financial Brand. Looking to cement its dominance in retail banking, Bank of America created Life Plan 1.0,

Strategy 40

Strategy America Branding Retail 40

The Financial Brand

MARCH 17, 2020

Impact hits training, technology, resilience and operations as consumers seek answers. Home-based agents and gig workers are two options. The post Coronavirus Forcing Financial Institutions to Revamp Contact Centers appeared first on The Financial Brand.

Training 40

Training Branding Operations Technology 40

The Financial Brand

JANUARY 10, 2017

Measuring the in-branch customer experience in real-time yields improvements that satisfy today's demanding consumers.

Customer Experience 12

Customer Experience Branch Strategies Strategy 12

The Financial Brand

APRIL 30, 2020

The impact of the pandemic and a global recession will reinvent banking. Exaggeration? Maybe, but can any institution afford to wait and see? The post Gauging the Post-COVID Winners and Losers Among Banks & Fintechs appeared first on The Financial Brand.

Fintech 39

Fintech Branding Branch Strategies Customer Experience 39

The Financial Brand

MARCH 8, 2020

Younger adults want both technology and personal support from their banking provider. Right now, the megabanks are best at providing both. The post Why Millennials and Gen Z Love the Biggest Financial Institutions appeared first on The Financial Brand.

Millennials 39

Millennials Branding Technology Branch Strategies 39

The Financial Brand

JULY 18, 2021

Banks and credit unions are taking a closer look at ITMs not only for drive-through use, but as a low-cost way to expand their footprint. The post Interactive Teller Machines Crucial in the Digital Banking Age appeared first on The Financial Brand - Banking Trends, Analysis & Insights.

Digital Banking 39

Digital Banking Banking Trends Analysis Trends 39

The Financial Brand

FEBRUARY 18, 2020

Banking dilemma: In-person visits are down, yet people still value branches. The post The Future of the Branch Experience appeared first on The Financial Brand. Is more technology the answer? Or re-trained employees?

Training 39

Training Branding Technology Branch Strategies 39

The Financial Brand

AUGUST 30, 2020

Senior executives reveal eye-opening digital growth statistics as the megabank unveils new mobile banking features and branch and ATM plans. The post Why BofA, not Fintechs or Amazon, Should Keep Bankers Awake at Night appeared first on The Financial Brand.

Fintech 39

Fintech ATM Branding Mobile 39