Improving Satisfaction Among Credit Card Customers

Although credit card satisfaction continues to improve, a large percentage of customers indicate they do not fully understand their card’s terms, benefits and rewards program, according to our  J.D. Power 2013 U.S. Credit Card Satisfaction StudySM released today. 

Satisfaction in each factor has increased, as have ratings for Brand Image. However, it is important to note . . . Continue Reading Improving Satisfaction Among Credit Card Customers

Is Mobile Catching on Fast In Canada?

Retail banking customers in Canada have high expectations when it comes to using technology to conduct their banking business. Banks may not be meeting these expectations, especially in mobile, which may be driving the lower ratings for innovation provided by customers. According to our J.D. Power & Associates 2013 Canadian Retail Banking Customer Satisfaction . . . Continue Reading Is Mobile Catching on Fast In Canada?

Social Media Isn’t Just for Servicing

In addition to servicing, social media is an important forum for regular communication and marketing….especially among those customers looking to switch banks.

According to our J.D. Power and Associates 2013 Social Media Benchmarking StudySM, after interacting with a bank’s social media site (e.g. Facebook, Twitter, or YouTube), 45% of customers had a more positive impression of their bank, . . . Continue Reading Social Media Isn’t Just for Servicing

Looking Ahead: Retail Banking in 2014

As the retail banking landscape continues to evolve, banking organizations need to always be tuned in to what customers expect from their bank and how they can provide them with a more satisfying banking experience.

As our J.D. Power Retail Banking Satisfaction Study moves to quarterly fielding and reporting for the 2014 study, banks are . . . Continue Reading Looking Ahead: Retail Banking in 2014

Beyond Portfolio Management – What do Investors Really Want?

When the market is doing well, satisfaction among full service investors is high.

This is evident by examining the correlation between satisfaction in the Investment Performance factor during the past 7 years and trends in the S&P 500 index during the same period. At a minimum, investors expect their financial advisor to provide the . . . Continue Reading Beyond Portfolio Management – What do Investors Really Want?

Your Bank Hasn’t Earned the Right to be on LinkedIn

By Mark Zmarzly, SVP of Financial Services at ACTON Marketing

A few weeks back I decided it was time to write a blog post on “How Banks Can Best Use LinkedIn.” But then Jeffry Pilcher at TheFinancialBrand.com wrote this great post: 12 Steps Financial Marketers Can Take To Get The Most From Their LinkedIn . . . Continue Reading Your Bank Hasn’t Earned the Right to be on LinkedIn

Big Banks Make Big Gains in Customer Satisfaction

Overall customer satisfaction with retail banks improved significantly from 2012, largely a result of improvements made by big banks,(1) according to our J.D. Power and Associates 2013 U.S. Retail Banking Satisfaction StudySM released today.

“Many of the big banks have made great strides in listening to what their customers are asking for: reducing the number . . . Continue Reading Big Banks Make Big Gains in Customer Satisfaction

Optimizing the ROI of Customer Satisfaction

Do you understand the connection between customer satisfaction and financial performance?

In case you missed our J.D. Power and Associates complimentary webcast last week, we examined how the links between customer experience and business results – and their drivers – vary by product.

We explored the revenue drivers in retail banking, credit card and mortgage, . . . Continue Reading Optimizing the ROI of Customer Satisfaction

Poor Social Media Practices can Negatively Impact a Bank’s Bottom Line

Businesses can no longer adopt a trial-and-error approach to social media as all-new research finds a link between social media and business metrics such as consumers’ likelihood to purchase or interact with companies through leading social channels, according to the J.D. Power and Associates 2013 Social Media Benchmark Study,SM released today.

The inaugural study . . . Continue Reading Poor Social Media Practices can Negatively Impact a Bank’s Bottom Line