Banks have fallen behind when it comes to innovative customer engagement, and it’s easy to see why. Hampered by legacy systems with poor user experience that have proven difficult to integrate, and with financial tech startups offering more a convenient UX coupled with customer service rivaling and even exceeding that of traditional banks in terms of quality, the time has come for customer-facing banks to modernize their collective approach to online and in-person engagement. Here’s how some institutions are making that happen:
- While the appeal of online banking continues to expand, with 49% of all millennials using online banking for routine transactions, companies like Trailhead Credit Union are also aware of the impact the consumer experience at their physical locations is crucial to connecting with their audience. Having “transformed its look and messaging to connect with the urbanite spirit of Portland”, they’ve seen record-breaking growth in their customer engagement thanks to its commitment to appealing to their consumers.
- By analyzing their consumer base and re-evaluating their content strategies, respected firms like Liberty Mutual and Santander Bank are providing targeted, curated content with the intent of educating certain demographics on relevant services that are available to them. For example, Santander recently focused on its millennial demographic, and aimed to connect with potential customers who may be closing in on a point in their lives when they need a loan. By providing them with a wealth of valuable information and drawing traffic into their core banking site, they were able to attract new customers, gain their trust, and gain further insights about their audience.
- Innovation is impossible to achieve without experimentation, which is why America First Credit Union opened their innovation center in Salt Lake City. Designed from the ground up to be an interactive experience for customers, it also functions as a space to provide live demonstrations of new technology to the public, who can provide instant feedback and help expedite the development process with their input.
Ultimately the need for a personalized, targeted approach to delivering outstanding customer experiences continues to serve as a driving force for experimentation in the field of consumer-facing financial services, which a growing tribe of innovative firms capitalizing on the trend and proving that no matter how convenient your service may be, a certain human touch is necessary for facilitating the personal connection between you and your audience that sets you apart from the competition.
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