Entries by Rob Glenn

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6 KPIs of Customer Experience in Financial Services

Every business, regardless of industry, wants engaged and happy customers. In fact, in the financial services sector, customers who are fully engaged bring 37% more annual revenue to their primary bank than those who are actively disengaged. There are direct benefits for financial service institutions with fully engaged customers. It is important to understand the […]

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How Customers Get Information in 2017

There are many ways to communicate information to your customers. The last decade has seen an influx of digital communication methods. Traditional advertisements, blog posts, videos, and press releases all communicate information. However, thanks to new technologies including social media platforms, such as Facebook, Twitter, and LinkedIn, to the growing popularity of blogging, there are […]

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Don’t Eliminate Human Interaction in Your Business

80% of people said they prefer to chat with a human being when doing business with a financial services brand. Brands in financial services should focus on providing best-in-class human interaction to go along with their digital marketing efforts. The best results occur when traditional and digital channels are mixed. 83% of consumers said they […]

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The 3 Things Financial Organizations Need to Know About Cybersecurity

Nearly every organization has adapted to life in the digital world. With plenty of connected devices, and the number of access points into organizations is growing every year, it’s no coincidence that there is an increasing number of high-profile cyberattacks on governments, businesses, and non-profit organizations. From the alleged hacking of the 2016 U.S. election, […]

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Emerging Technologies and The Future of Customer Engagement

Over 4.75 billion people worldwide use at least one mobile device. This widespread acceptance has dramatically changed the way brands engage with their audience. People are always accessible. This accessibility allows brands to use mobile channels for marketing and communication, enabling real-time messaging to specific people. The future will inevitably hold more technological breakthroughs that […]

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How to Project Warmth and Competence

In a previous article, How Warmth and Competence Affect Customer Perceptions, we discussed how warmth and competence play a major role in how people perceive other people and businesses. Because of this, a brand (or person) must project warmth and competence to be seen as trustworthy. In financial services, warmth and competence are especially important […]