How can banks improve customer communication?

Banks are traditional in many ways, and that includes communication style. Financial institutions are known for delivering top down messaging, which provides a great deal of information for customers. But is this the most effective way to communicate? Especially in light of various bank collapses and concerns over underbanked populations?

Bradley Cooper, editor of ATM Marketplace, discussed this topic in detail in a today's CX Innovator's podcast episode with Mack Turner, president and owner of Mack Turner Marketing Consulting and Insights LLC. Turner has experience both as a marketing executive director at Bank of America and as a speaker at the Bank Customer Experience Summit.

During the podcast, Turner and Cooper looked at this topic from a variety of angles including:

• What ways are banks effectively communicating with customers?
• What areas do they need to improve?
• What role does the local branch play?
• With the push towards digital communication, are rural markets being underserved?
• How can banks improve customer loyalty?
• What are some examples of banks that are delivering great communication?