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
Next week, we’ll be releasing our 2012 U.S. Retail Banking Satisfaction Study (SM).
This study will explore why its a must for banks to understand their customers’ needs on both individual and regional levels, and identify what actions they should take in order to meet their customers’ expectations.
Get an insider’s look!
Join us for the . . . Continue Reading Voice of the U.S. Retail Banking Customer
By Michael Beird and Karen Licker. Original post appeared in BAI Banking Strategies on March 16, 2012
It’s no secret that retail banks across the country face an enormous revenue challenge. In the summer of 2010, regulatory changes to Regulation E went into effect, significantly reducing the revenue banks could earn with their . . . Continue Reading Three Tactics To Keep Customers From Switching
This special 5-part “how to” blog series will detail the fundamentals of branch account sales and service delivery including:
Greeting Needs Assessment Ensure products meet customer needs Cross-selling Follow-up
#2 Needs Assessment
Completely understanding customer needs and recommending products that fully meet those needs!
Increases customer satisfaction and the likelihood to purchase . . . Continue Reading Quick Tips for Improving Branch Account Sales & Service
The use of the internet and mobile devices to monitor account information and conduct routine transactions continues to rise across all the consumer financial services businesses that J.D. Power and Associates measures, from bank to brokerage accounts, from credit cards to mortgages. However, customers overwhelmingly still prefer an in-branch, in-person setting to open new . . . Continue Reading Quick Tips for Improving Branch Account Sales & Service