The Bank Training Breakdown: How Inconsistency Across Branches is Hurting Your Bank
Creating a unified, omni-channel experience for customers is a key initiative for most banks and credit unions today. With numerous digital access points such as web, mobile and tablet in combination with multiple branches and the call center, customers have a variety of options when it comes to communicating with their bank or credit union […]
Trends in Retail and the Personalized Experience
Even though 93 percent of retail decision makers say service personalization is a strategic focus, only one-quarter of consumers feel they receive a consistent, personal experience across channels. In 2016, Engageware surveyed 100 C-level decision makers and more than 5,000 consumers about plans and perceptions around customer experience and personalization in retail. These surveys highlight […]
Millennials: An Untapped Customer Base for Credit Unions
A recent article in the Credit Union Journal titled “Strategic Planning: In Search of the Fountain of Youth” reports that a host of credit union leaders have an increased sense of urgency to reach millennials—before it is too late. For example, Michael Wishnow, SVP of communications and marketing for the Pennsylvania CU League said: “It’s […]
Bank Execs, Customers Disagree on How Well Banks Deliver a Personalized Customer Experience
Bank executives are aware that customers want personalized service that meets their needs. But even armed with that knowledge, banks still fall short when it comes to the level of personalization they provide. Engageware recently conducted its annual survey of 100 C-level banking executives and asked in-depth questions regarding plans for enhancing customer experience at […]
Take the Hassle Out of Car Insurance Shopping
In the state of Massachusetts, residents are required by law to have car insurance coverage (and it is also suggested to have a local agent) – so, why is it so difficult to get in touch with agencies? Now, this may not be a new frustration for many, as connecting with a variety of services […]
8 Unique Bank and Credit Union Marketing Ideas
Marketing has never been more important for banks and credit unions and they will have to get creative if they want to bring in new customers in 2022. Today, the competition is greater than ever as they are competing for consumers with the major banks and the many rapidly growing FinTechs. That’s why we compiled […]
Simulchannel versus Omnichannel in Banking
A recent Banking Exchange article on BankingExchange.com discusses the notion of a “simulchannel” experience in banking. In short, author John Ginovsky describes simulchannel as customers wanting their banks to know them digitally as well as in person. An example would be customers receiving a “welcome” text when they enter the branch. While the author claims this […]
Client Focused Advisors Lives Up to Its Name
The ongoing impact of the 2008 financial crisis, along with expanded federal regulations and compliance requirements are shaking up Wall Street and the financial advisory market. While many financial advisors are unhappy with strictures associated with the new Department of Labor fiduciary rule, one New York-based firm, Client Focused Advisors sees the change as an opportunity […]
Alleviating Patient ‘Traffic Jams’ at Medical Labs
The medical and diagnostic lab industry is growing rapidly, as the range of available tests and services—and the quantity ordered by doctors—continues to increase. Companies in this industry collect blood, take images and perform a range of other procedures, the results of which help doctors diagnose and treat their patients. Among the many factors contributing […]
How One Credit Union Transformed Their Branches with Engageware
Credit unions are well known for putting their members first. It’s what differentiates them from larger financial institutions. Leaders in the space know that keeping their customer at the center of their business is key for retention and loyalty. For Rivermark, an Oregon-based credit union, embarking on a mission to transform their branches was a […]
Microsoft Announces Upcoming Scheduling App for Small Businesses—But What About Everyone Else?
On July 20, Microsoft introduced a new feature of its Office 365 suite called Bookings. It’s a scheduling application designed for small business and is slated to ship later this year for Office 365 Business premium customers. The key features for small business owners include the ability track their customers, add appointments, set rules for […]
Savvy Retailers Are Capitalizing on Pokémon Go Craze
Pokémon Go—the free-to-play location-based augmented reality game—has been sweeping the globe, and savvy retailers are capitalizing on its popularity. A collaboration of Google spinoff Niantic and Nintendo, the game was released July 6th for iOS and Android devices. Since then, it has set unprecedented records for a mobile game. It currently has 26 million daily […]