Category Archives: Financial Services

Payments Made Easy

With so many banks and merchants trying to get consumers to pay with some form of mobile app or wallet, awareness is increasing.  But so is confusion — there are so many options, and no clear winner.  This impressive infographic … Continue reading

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Money Management – It’s a Personality Thing

When I met my husband some years ago (before Quicken), I was surprised to discover that he balanced his checkbook by rounding.  He would enter “$50” if he thought he had spent about that, and figured he would be safe … Continue reading

Posted in Customer Behavior, Customer Experience, Financial Services | Tagged , , | 1 Comment

Financial Services: Too Complex For Consumers?

For the last six months I’ve been focused on developing a thought leadership program for my new company, a payment processor. To be effective for content marketing, sales support and brand building, the thought leadership needs to be focused on … Continue reading

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Scary Story: Social Media Spooks Financial Services

In honor of Halloween, I’ve written about something really scary – social media.  It may not scare you, but it frightens the risk-adverse traditionalists who manage financial services companies!  They know that (whether they personally tweet or not), the majority … Continue reading

Posted in Channel Preference, Customer Service, Financial Services, Social Media CRM | Tagged , , , | 1 Comment

Customer Experience in Financial Services – Part 2: Credit Card Issuers

Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 1: Banks

What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services | Tagged , , , , | 1 Comment