Your institution is not a series of individual employees, or departments, or branches, or vendors … your customers look at you as one bank or credit union.

So, no matter a customer’s entry point or contact point today, the experience must be the same and they should be able to conduct all of their business.

Your institution is not a series of individual employees, or departments, or branches, or vendors … your customers look at you as one bank or credit union.

So, no matter a customer’s entry point or contact point today, the experience must be the same and they should be able to conduct all of their business.

 

 

 

 

 

I wish I could take credit for this drawing – it was
found on Google Images, but drives home the point!

Consider your:

 

 

  • Branch Network
  • Mortgage Department
  • Investments
  • Insurance
  • Call Center
  • Website
  • Mobile App
  • Online Banking
  • Remote Capture
  • Drive Thru
  • Check Ordering
  • ATMs
  • Plastics

 

 

~ Are the brand experiences the same?  
~ Is information sharing and hand offs across channels seamless?
 
As financial institutions, we don’t deal in Washingtons, Jacksons and Franklins, we deal in TRUST. If you want to cultivate that trust, then customers need to know that all contact points in your organization communicate effectively. 
 
Consider this, according to a Google study, 46% of consumers manage their finances by sequentially screening between two devices. And 67% use more than one device when shopping online. Most will start with a smart phone and transition to a PC or laptop. Is your mobile connection optimized to provide a consistent experience across platforms?
 
And that’s just the most basic example.
 
Imagine the power if your mortgage department knew when someone viewed your mortgage page online. When your call center receives a call concerning a loan payoff, is anyone notified to follow-up? If someone is ordering 6 boxes of checks a year, do you know to talk about debit usage? 
 
We are at our strongest when people and technology are working together to share customer data, profile customers and generate opportunities through the entire franchise. Your specific solution may be different based on your current level of technology, staff training and budget, but it’s vital to lay out a plan to get there.
 

 

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MarketMatch is also a nationally and internationally requested speaker. Contact us to bring our marketing ideas to your next conference.
 
 
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