State of Banking: Consumers Visit Their Branch at Least Once per Quarter
Engageware recently conducted a survey of 1,052 consumers, asking in-depth questions regarding their perceptions and behaviors around customer experience and banking. Engageware also surveyed 100 senior-level bank executives about their plans around customer experience, products and services, and branch transformation. The following are some highlights from both surveys: Banks still have opportunities to provide a […]
Logix Increases Business Volume Through Appointment Scheduling
As today’s consumers are more demanding than ever, financial service organizations must provide a superior customer experience across the whole customer journey — from an initial digital touchpoint, to the in-branch experience. Logix Federal Credit Union has recently found success in increasing business volume in its branches throughout the Los Angeles market by delivering a seamless and more integrated online/offline customer […]
An Efficient Branch Strategy Enables Banking Success
Superior customer experience is more crucial than ever in the banking industry, and a recent article by Barlow Research emphasizes the importance of the branch visit by highlighting banks who have made the process more efficient. The research firm reports that, based on its 2014 small business data, banking customers desire shorter wait times when […]
Regions Bank Ranks as Top US Bank for Customer Service
Within the past five years, customer experience has been recognized as a core contributor to business success, driving the emergence of related programs, processes and the hire of dedicated customer experience experts in more and more corporations. Bruce Temkin, co-Founder of the Customer Experience Professionals Association, (CXPA.org), managing partner of the Temkin Group (and former […]
Customer Loyalty Is Dead. Long Live Engagement!
A fantastic article by Executive Director Curtis Bingham fosters new ideas around customer-centric management in the pursuit of better business results. Curtis provides a provocative perspective on customer loyalty and engagement. This article is the exact reason why a Responsive Engagement Platform is key to building trust and boosting customer satisfaction. By connecting your customers […]
Everyone can create a ‘Genius Bar’ customer experience | Adrian Swinscoe
Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Engageware on creating a personalized customer experience in a retail. Adrian Swinscoe sat down with our very own Gary Ambrosino, to discuss what banks and retailers can do to fight todays showrooming. “Its all about giving customers the personalized attention they […]