How 1-star reviews can lead to 5-star service
American Banker
JULY 31, 2020
Heritage Bank and Dime Community Bank are among those financial services firms taking online and app-store reviews seriously. Here’s why all banks should pay attention.
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FI Highlight: East River Bank
Banking 2020
MAY 21, 2015
We found that being ourselves helped the consistency in the marketing message, customer experience and our culture internally. What can other financial institutions learn from East River Bank? The idea of using real people was risky because we had never before seen anything like it, but the risk paid off.
From Omni-Channel to Omni-Cliché: Don’t Define, Just Engage
Banking 2020
MARCH 12, 2015
Again, technology might be the foundation for a significant part of this experience, but it’s a means, not an end. In fact, for community banks with a relatively small geographic target market, this is a perfect example of how omni-channel can be incredibly effective.
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