The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Have a guest experience tip? Click here to share.

Have a guest experience tip? Click here to share.

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Tag Archives: Banks

4 Areas of Focus for the Total Customer Experience at Your Bank

June 14, 2024Guest Experience NewsBanksAllie Johnson

Giving customers the "TX" may be the key to creating lifetime loyalty. Customers increasingly expect more from their banks. Creating an integrated total experience (TX) will require looking at your bank and re-thinking service in a holistic way. The total customer experience (CX) is made up of all interactions a customer has with a business in the short-term and long-term as well as the relationship as a whole, states ASQ, an organization dedicated to promoting "excellence through quality." "To ...

Enter your email below to access this content:

Already a subscriber? Please login

Delivering Excellent Guest Service: 3 Strategies Banks Can Implement to Wow Customers

July 25, 2023Guest Experience NewsBanksAllie Johnson

Your financial institution can provide great service by responding to what customers really want right now. Banks are always switching up their offerings to stay competitive, with new kinds of checking accounts and tweaks to credit card rewards programs. But there's one sure way to win loyal customers: listen and respond to current customer needs. Those are changing due to inflation and other economic woes in the wake of the pandemic, according to the J.D. Power 2022 U.S. Retail Banking Satisfac...

Enter your email below to access this content:

Already a subscriber? Please login

How to Prevent Your Bank Client from Switching to a Competitor

April 13, 2023Competitive IntelligenceBanksAllie Johnson

You can keep your customers loyal by owning up to and fixing a mistake. Surveys show almost 80 percent of customers say they'd switch banks after several bad service experiences. That's a scary statistic for financial institutions. In fact, bad customer service is the top reason customers leave a bank, according to the Bank Administration Institute (BAI). "From the first positive interaction to day-to-day operations at the branch or online, existing and potential clients rank this as the top rea...

Enter your email below to access this content:

Already a subscriber? Please login

Credit Unions Slipping in Customer Service

February 9, 2023Guest Experience NewsBanksAllie Johnson

Banks beat credit unions in almost every area of customer experience. Credit unions used to be known for their stellar service. You could go to your local credit union and meet with a friendly staff member who would get you a loan for a used car or help you open a savings account. But a survey shows that credit unions are now lagging behind banks in most customer service areas except this traditional in-person service. "Credit unions continue a long, slow decline in member satisfaction that is n...

Enter your email below to access this content:

Already a subscriber? Please login

How to Personalize the Banking Experience

January 30, 2023Guest Experience NewsBanksAllie Johnson

How banks can deliver better service with personalization. Today's bank customers are looking for personalization: advice tailored to their stage of life, tools designed to help them avoid fees and tips that will help them grow their nest egg. But according to J.D. Power, which conducts yearly banking customer satisfaction surveys, "banks have struggled to deliver on customer expectations for personalization as nearly half of customers have now moved to primarily digital-centric banking relation...

Enter your email below to access this content:

Already a subscriber? Please login

5 Bank Customer Service Mistakes to Avoid

January 10, 2023Competitive IntelligenceBanksAllie Johnson

Avoid these common bank mistakes to provide top-notch service to your customers. Frustrating phone service loops, endless waits, ATM glitches and unfriendly lobby service are common bank customer service mistakes that can send customers fleeing in search of a new place to put their money. Here are five bank customer service mistakes to avoid, and service lessons that will help you take your bank service up a notch: 1. No way to reach a live person locally I remember clearly the day I was trying ...

Enter your email below to access this content:

Already a subscriber? Please login

A Bank’s Guide to Customer Service After ID Theft

December 21, 2022LeadershipBanksAllie Johnson

Having your identity stolen is a stressful experience, and a time when banks can step in to provide caring service A few weeks ago, I got an email congratulating me on having my travel rewards credit card application with a major bank approved. There was one problem: I hadn't applied for a credit card. Last year, identity fraud losses totaled $24 billion and hit 15 million U.S. consumers, according to a 2022 identity fraud study from Javelin. This year, I was one of those unlucky consumers, and ...

Enter your email below to access this content:

Already a subscriber? Please login

4 Insights Into the Digital Banking Momentum

December 20, 2022Communication and MessagingBanksDeb Hipp

Banks that offer a hybrid of digital, humanized and in-person options have a better chance of hanging on to loyal customers. Bank customers — most notably Gen Z and millennials — prefer both digital and physical (branch) channels for their banking needs, according to “Building on the Digital Banking Momentum,” an article based on survey responses from 3,000 consumers by research and data company Deloitte. While consumers often prefer digital channels such as mobile apps for simple transactions l...

Enter your email below to access this content:

Already a subscriber? Please login

3 Banks That Are Exploring the Metaverse

December 15, 2022Communication and MessagingBanksDeb Hipp

These banks are three of the first to experiment with the metaverse to offer a better banking experience for gamers and other customers. Banks are steadily beginning to realize that the metaverse — technologies that offer virtual “worlds” and augmented realities that mix aspects of digital and physical realities — offers the ideal way to reach gamers and other customers looking for a fun way to do their banking. “The so-called “metaverse” is really multiple separate virtual reality environments,...

Enter your email below to access this content:

Already a subscriber? Please login

Rising Inflation Exposed the Banking Industry’s Need for Customer Service

June 15, 2022Guest Experience NewsBanksJoe Pye

A little humanity goes a long way during tough financial times. Last year, the BBC reported “US banks accused of failing public during Covid.” Lawmakers scolded retail bank executives for not providing financial relief to everyday Americans – drawing comparisons to corporate bailouts during the Great Recession. Politicians aren’t the only Americans who claim big banks struggle to support customers in a rough economy. J.D. Power polls hundreds of thousands of banking customers annually for its Re...

Enter your email below to access this content:

Already a subscriber? Please login