Tag: customer service

Here is the Data on Bank Customer Problem Resolution

Customer Experience

Assume for a second that your bank screws up and causes a problem. The customer comes in or calls to complain - Do you apologize? Of course, you do – but then what? For the most part, community banks are fantastic and solving problems and making customers happy. What comes after an apology for a bank is mostly natural. However, given the rise of data analytics, now there is starting to be a science. In this article, we explore what it quantitatively takes to not only restore customer satisfaction but to make it better than before.

 

How Your Customers Want to Communicate With Your Bank

Communication Channels

Since your bank's primary value proposition is service and you are likely striving for a superior customer experience, then it would make sense that the first stop you should make is to improve your ability to communicate with the customer. In this day and age, customers have more channels than ever to communicate with your bank. The issue is preference varies widely. In this article, we explore retail bank customer preferences and talk about some ramifications for the future.

 

Adding Transparency To The Commercial Loan Closing Process

BETTER LOAN CLOSINGS
BETTER LOAN CLOSINGS

There is a correlation between the speed of commercial loan closing and bank profitability, and there are many reasons why banks that close loans faster can generate more profits.  While banks should be focusing on closing loans faster, there are other techniques that banks can deploy to enhance customer experience while keeping loan closing speeds unchanged.  Banks can leverage operational transparency to improve both perceived and objective service performance.

10 Ideas For Our Bank We Got From Wegmans

Learning from non-banks
LEARNING FROM NON-BANKS

Last week we tagged along with The Bank of Charles Town (BCT) crew who, like us, are heavy believers in “cultural tours.” BCT used a series of these tours to kick off their strategic planning season with the purpose of grabbing ideas that could spark creative thinking. Almost every time we debate if it makes sense to put the crush of our To-Do List on hold for a day and spend time at an unrelated industry. Fortunately, every time we come back from one of these tours, we have a list of tested ideas that end up saving us countless hours.

Positioning The Four Attributes of Bank Service To Create Value

Superior Bank Service
Superior Bank Service

In a recent article, we highlighted why community banks should differentiate themselves from competitors by offering better service, and we discussed the five crucial steps that banks must take to improve service.  In that same blog, we identified four attributes that most community banks possess that can be used to differentiate their brand against competitors in the market.  In this blog, we explain how community banks can position these four attributes to provide superior service that most borrowers would find valuable. 

 

Four Attributes And Five Steps For A Service Brand In Banking

Improving Customer Service -Picture of woman walking
IMPROVING CUSTOMER SERVICE

Most community banks believe that they can differentiate themselves from competitors by offering better service.  However, the empirical data shows that the majority of banks fall into the trap of competing on price and credit structure, and neither of these competitive attributes is aligned with long-term bank success.  Why is there such a disconnect between many bankers stated objective of competing on service and the reality of competing on price or credit structure?  One reason is that while management and employees would like to offer a better level of service to their customers, few b

Are You Running Up To Your Banking Customer?

Exceptional Customer Service - Picture of a car repair shop

Les Schwab Tires is still going strong but back in the day it made a name for itself with a signature move - Whenever a prospective customer would pull in the driveway, a member of the staff would run up to the car with a big smile on their face. The energy often startled the driver who wanted to know what was going on. The employee would then explain how important the customer was and that running to the car was just one of the many ways the Company shows their dedication to service.

 

Defining And Executing On Your Bank’s Customer Service Promise

Improving Bank Customer Service

Almost all community bankers believe that they compete on the level of service that they provide to their customers – and this much is true.  However, many community bankers believe that they provide an above average level of service – and that is mathematically impossible since some banks must be average and some below average.  If you believe that your bank differentiates itself on the level of service that employees offer customers, then you must understand which

How Using The 10-5 Rule In Banking Sets A Cultural Tone

Recently, at our annual Bank Management Conference, the Ritz-Carlton Leadership Team came in to help bankers improve their customer experience. As you might guess, most of their suggestions were around hiring, training, accountability and setting high standards. In this article, we want to highlight one tactic, called the “10-5 Rule” that many hospitality, healthcare companies, and banks employ to improve customer service.

 

The 10-5 Rule Explained

 

How Crowdsourcing Bank Customer Service Can Help

Leveraging Tech For Bank Performance

If you are looking to engage your customers, increase satisfaction and reduce staffing, we might have an idea for you – create a crowdsourced layer of customer service experts that are your current customers. These “Expert Customers” can help your bank answer questions, speed adoption of your products and assist with relationship management all for a fraction of the cost of what you pay now. In this article, we explore what this looks like and how to pull it off.

 

Recruiting Customer Experts

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