PYMNTS

JANUARY 19, 2021

There’s a reason that bank apps and websites ask, “was this information helpful?”. Researchers found that FIs offering “innovative options such as interactive and contextually relevant video content stand to improve engagement and customer experience, especially among younger generations like bridge millennials and millennials.”.

Study 196

Study social media Millennials Retail 196

PYMNTS

JANUARY 14, 2021

More than half of consumers find it difficult to locate relevant information on their banks’ websites, for example, a problem that led many to seek assistance in physical branches. Digital channels are now commonly being used by consumers as another alternative to in-person interactions for accessing useful information.

Video 224

Video social media Millennials Data 224

PYMNTS

SEPTEMBER 9, 2020

There are many ways to mark the massive shift to digital that’s happened in the past six months, from baby boomers who’ve moved online after favoring real-world shopping to merchants who’ve made a hard shift toward digital and omnichannel. Wenzel said repeated conversions come from the entire commerce journey.

Branding 220

Branding Online Retail social media 220

Perficient

NOVEMBER 19, 2020

If it’s more than 10 minutes for an online/website process or more than five minutes for a mobile process, the abandonment rate impacts account openings as much as 40%. How many clicks does it take to open an online account? What information is easily obtainable via social media, making it less useful for KYC and security purposes?

social media 309

social media Customer Experience Knowledge Base Mobile 309

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. Ultimately, customers want to be known and valued.

Customer Experience 71

Customer Experience Retail San Diego Study 71

PYMNTS

JUNE 15, 2017

Easier said than done in an age where merchants and firms of all stripes and sizes are inundated with information that flows lightning quick, offering clues and confirmation of good actors and bad. The true value of this information is then diluted.

Fraud 115

Fraud Data Tools Management 115

Perficient

SEPTEMBER 29, 2020

On the website, Gina finds a Health Bot that advises she try Urgent Care and shares the nearest location and online scheduling. She ignores the first one, but responds to later emails and schedules online. She books an appointment online. She’s informed, but she isn’t barraged with pushy notifications. And so on….

social media 294

social media System Retail Online 294

South State Correspondent

MAY 18, 2022

At 19%, community banks ranked only above credit unions in delivering customers that were “extremely satisfied with the outcome of their problems and a whopping 35% that were “not satisfied.”. Why Customer Problem Resolution Matters. Solving problems is central to customer service. A good McKinsey & Co.

social media 195

social media Training Customer Experience Community Bank 195

PYMNTS

FEBRUARY 1, 2017

In the latest installment of The Matchmaker Is In, PYMNTS’ Karen Webster and David Evans sat down (virtually, of course) to discuss the ways companies can sell across several marketplaces online with RevCascade CEO Josh Wexler. RevCascade also automates information flow once a transaction has taken place through to the drop-ship function.

Online 100

Online Retail social media Branding 100

PYMNTS

AUGUST 23, 2019

Online marketplaces for everything from retail goods to travel services to hospitality need to ensure a quick and easy way for both buyers and sellers to transact with each other— or risk losing both sides to a waiting host of competitors. An AI-Powered Visual Shopping Experience For Millennials, Gen Z.

Millennials 165

Millennials Trends Meeting social media 165

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. Ultimately, customers want to be known and valued.

Customer Experience 48

Customer Experience Retail San Diego Study 48

Accenture

MAY 7, 2019

What they are specifically discussing is the Revolut account and how impressed they are with the overall customer experience and features (I’m paraphrasing a bit). As of December 2018, Revolut had 200,000 Irish customers , an increase of fourfold in just over a year. The Know-Your-Customer (KYC) conundrum.

Customer Experience 178

Customer Experience Online Millennials social media 178

PYMNTS

MARCH 20, 2020

Bad actors are tapping into personally identifiable information (PII) gathered from previous hacks to orchestrate their increasingly sophisticated efforts, including data purchased from the dark web to hide their tracks or pieces cobbled together from several victims to create difficult-to-detect synthetic identities.

Industry 225

Industry Fraud social media Security 225

Perficient

SEPTEMBER 27, 2020

A simple rules-based chat bot can go a long way in satisfying customers who just need to inquire as to their order status or other straight-forward information. The more clear a brand can be on when their customers can expect their orders, the more likely they are to order. Social Media. Call Center/IVR scripts.

Branding 309

Branding DC social media Marketing 309

South State Correspondent

OCTOBER 20, 2022

While these rules were derived from improving time-on-task, they can enhance bank performance no matter what metrics a bank uses for customer, employee, or total experience (the combination of employee and customer experience). Design or pick the fastest customer experience. ” The result?

Policies 195

Policies Training Customer Experience Examples 195

PYMNTS

MARCH 30, 2020

California Consumer Privacy Act (CCPA), Washington Privacy Act (WPA) and other new privacy and online transaction standards are changing how businesses interact with consumers’ data in the U.S. Personalized experiences require merchants to have access to data — a crucial resource in helping them distinguish themselves from competitors.

United States 131

United States Retail Customer Experience Data 131

PYMNTS

AUGUST 12, 2020

Seamless customer experiences are essential because consumers that face onboarding strains are likely to seek services elsewhere, Rodrigo Rodríguez , assortment and merchandising regional manager for Latin American eCommerce marketplace Linio , explained in a recent PYMNTS interview. They can even use some social media to register.

Customer Experience 197

Customer Experience Maine Regional America 197

PYMNTS

JUNE 18, 2020

The pandemic is having monumental impacts on restaurants’ operations and interactions with potential diners, pushing to the forefront services that offer quick and seamless online ordering tools to reach customers stuck in their homes. locations to allow customers who have placed online orders to conveniently and safely grab them.

Report 189

Report Online Strategy social media 189

NCR

AUGUST 2, 2016

The impact of online reviews is growing, according to ReviewTrackers research. More than 1 in 3 people won’t eat at a restaurant with 3-stars on online review websites like Yelp, Facebook and Google. The online review space has entered the social media era, and banks are struggling to catch up.

Online 40

Online social media Management Compliance 40

PYMNTS

APRIL 28, 2020

Brands are finding new ways to get in front of their customers as standard outlets like news and social media are loaded with misinformation and just plain disturbing news. The participants were asked to pick from pay-per-click (PPC) ads, content marketing, social media marketing, and email marketing.

social media 141

social media Branding Examples Marketing 141

Bobsguide

DECEMBER 25, 2017

Chat, SMS, social media…there are so many channels these days for customer service. Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. It’s important to remember that not all customers are comfortable with all channels.

social media 111

social media Survey Branding Software 111

PYMNTS

JULY 27, 2020

Digital banking and eCommerce are making rapid gains in 2020 as consumers turn to online channels to make purchases and avoid potential exposure to COVID-19. Troves of personal data are publicly available on social media or have been leaked from data breaches, Kelly noted, making it easy for bad actors to provide seemingly valid information.

Data 146

Data Fraud US social media 146

PYMNTS

JANUARY 28, 2020

After choosing a frame, the consumer enters their shipping address and payment information into the app. Like many companies, Keepsake reaches its market through social media. Weiss said the company has enjoyed the benefit of repeat business and word of mouth referrals from customers. Payments and Logistics.

Mobile 141

Mobile social media United States Cards 141

PYMNTS

NOVEMBER 1, 2019

PYMNTS recently spoke to O’Neill about how the company took cues from social media platforms to address key AR pain points. “By By and large, the AR process is very inwardly focused, which sounds kind of strange because it’s about collecting money from customers,” he explained. It’s too compartmentalized,” O’Neill said.

social media 101

social media Tools System Payments 101

William Mills

APRIL 26, 2017

Harnessing data science and deep marketing expertise, he and his team deliver analytics-driven Customer Experience solutions. Their work includes strategic initiatives at a Top 5 US bank where they directly improved Customer Experience through communications. As a HubSpot certified specialist, K.T.

social media 68

social media Customer Experience Marketing Strategies Strategy 68

Social Assurance

MARCH 1, 2021

During this time, customers can also read through a couple of reviews, forming a first impression that can be hard to change. Creating a positive customer experience online, therefore, encompasses more factors than ever before. One of the reasons customers leave reviews is to provide feedback on their experience.

Branding 15

Branding social media Online Case Study 15

PYMNTS

JULY 13, 2020

We will look back at this time as a tipping point where digital payments, both offline and online, became an essential element of our lives, hastening the demise of cash and forcing a reimagination of commerce, retailing and payments systems. “This year hasn’t turned out as anyone planned or could’ve ever imagined,” de Geer told Webster.”

Innovation 184

Innovation Online Community social media 184

Independent Banker

FEBRUARY 28, 2023

It all forms what is referred to as first-party data, or information that organizations own and collect themselves, and it’s generally considered more valuable and accurate than information that outside providers collect, or third-party data. We can take that data and we can reach that person online,” Catalano says. “If

Community Bank 129

Community Bank Community Marketing Data 129

Independent Banker

SEPTEMBER 30, 2021

Building trust in your institution has a lot to do with technology, from implementing strong data security practices to humanizing your online customer interactions. I think when customers are ready to change their banking relationship, they head our way because of the work we do in the community.”. Illustration by Ahoy There.

Community 139

Community Community Bank social media Security 139

PYMNTS

JULY 18, 2016

A recent whitepaper by Synchrony Financial titled “Taming Big Data” found that efficient, targeted data collection can result in customized experience, which, in turn, leads to a better return on investment. Social media lays out in broad daylight how customers feel about their shopping experience.

Data 100

Data Big Data Analytics social media 100

PYMNTS

OCTOBER 5, 2020

That meant the company, which has historically stressed the in-store nature of the customer experience through sophisticated technology, had to pivot to a digital-first strategy. While stores were closed, Fleet Feet saw tremendous growth in its online business.

Technology 131

Technology Retail North Carolina National 131

PYMNTS

APRIL 22, 2020

Having quicker or real-time access to data means these entities will be able to verify potential customers’ identities much faster, cutting down on the friction points many customers experience when asked to authenticate themselves. Data and Authentication Frustrations.

Security 133

Security Data Fraud Tools 133

William Mills

JULY 21, 2016

In order to maximize the amount of traffic coming to your website, there are other SEO tactics that you must implement: create targeted content in blogs and white papers, promote content via social media and use public relations to create inbound links. Promote content via social media.

social media 40

social media Google Customer Experience Video 40

PYMNTS

FEBRUARY 22, 2018

Big merchants have many strategies, but they often lack an online checkout strategy. As a result, merchants may lose millions a year due to the friction associated with converting shoppers to buyers online. In fact, merchants experience an overall $200 billion in lost sales each year due to friction in the checkout process.

social media 140

social media Online Branding Strategy 140

PYMNTS

APRIL 25, 2017

In addition to these voice bots that are used for everything from playing music to looking up information, organizations have also dipped their toes into eCommerce with payment processing. Consumers can now order and pay for pizza via Domino Pizza’s Messenger bot and check bank balances with ATB Financial’s Messenger banking bot.

social media 199

social media Google Technology Customer Experience 199

PYMNTS

MAY 30, 2018

The industry is booming, and consumers who shop for beauty products have no shortage of brand options in stores and online. In a recent interview, Lord explained how NARS is working to carve out its niche by investing in data and personalization tools for both online and offline customers. Beauty Buyers Go Digital.

Data 110

Data Branding social media Online 110

PYMNTS

JULY 13, 2017

It revealed that while 48 percent of customers want on-demand personalized promotions online from retailers, 45 percent are looking for the same experience while doing in-store shopping. Beyond product recommendations and customer service chatbots, AI has also enabled contactless payments.

Retail 212

Retail Customer Experience Study Online 212