What Does It Mean to Be a Customer’s Primary Bank Anymore?
For decades, being a customer’s “primary bank” was relatively easy to define. It was where their checking account lived, their paycheck landed and their bills were paid. Today, that picture is much messier. Consumers routinely maintain relationships with multiple banks, credit unions and fintechs, dividing their financial lives among different providers based on rates, rewards, […]
The Bank Branch Is Back. But Has the Branch Experience Changed?
For years, the story of bank branches seemed fairly straightforward: Digital banking was growing, branch traffic was declining and physical locations were slowly disappearing. But that story may be changing. In a recent American Banker article, “It’s official (sort of): the bank branch is back,” Paul Vigna points to an intriguing reversal. After roughly two […]
Best CX Survey Software Platforms
Summary: Customer Service Profiles serves hundreds of national clients through advanced CX survey software. Their software captures Voice of the Customer across multiple communication channels and touchpoints. Its full service CX offering gives clients tighter program management and seamless integration across every point of customer feedback. When it comes to best CX survey software, Customer […]
Banking CX Strategies That Drive Loyalty
Summary: The stakes on customer experience are steep for banks and credit unions. Those who prioritize it grow 3.2 times faster than competitors who don’t, while over half of consumers will walk after just one bad interaction. Automation helps close that gap by handling alerts, onboarding, and payment confirmations without manual effort, and Customer Service […]
Bank CX Benchmarks: Key Metrics That Matter
Summary: Banks and credit unions can benchmark performance using metrics like Net Promoter Score, which gauges loyalty through a single recommendation question, and Customer Satisfaction Score, a stronger predictor of member activity than traditional satisfaction surveys. With credit union membership growing significantly and competition intensifying, executives are leaning on these indicators to reduce attrition and […]
Bank Branch CX: How to Create Human Moments in Banking
Summary: Bank branches remain a critical touchpoint in an increasingly digital banking landscape, serving as the venue where trust is built and complex issues like loan applications, fraud disputes, and major life decisions get resolved. Strong branch customer experience depends on connecting every touchpoint, from account opening to issue resolution, and treating emotional context as […]