Member Exclusive, Modern Marketing

Marketing Briefing: Pride, sonic branding, and customer service

  • Banks are sprucing up their digital offerings. But they’re forgetting about call centers.
  • Meanwhile, a bit on Amex’s sonic branding strategy.
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Marketing Briefing: Pride, sonic branding, and customer service

Good customer service is becoming increasingly complex – and FIs know it

As it is now, users want more personalized, digital-first services. And for the garden of FIs still struggling to cut through outdated daisies and legacy lilies, that presents a challenge. 

But companies are putting their money where their shears are. And that’s being reflected in the investments they’re making. 82% of financial institutions say they’re doing some serious investing in online and mobile banking, for example – according to a recent report by TrendWatch. Other noticeably high investing categories include technology in general (76%) and contact center recruiting & hiring for banks with call center staffing issues (67%).

Good customer service is becoming increasingly complex – and FIs know it

As it is now, users want more personalized, digital-first services. And for the garden of FIs still struggling to cut through outdated daisies and legacy lilies, that presents a challenge. 

But companies are putting their money where their shears are. And that’s being reflected in the investments they’re making. 82% of financial institutions say they’re doing some serious investing in online and mobile banking, for example – according to a recent report by TrendWatch. Other noticeably high investing categories include technology in general (76%) and contact center recruiting & hiring for banks with call center staffing issues (67%).

 


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