Spheres of Influence
Recorded 05/15/2012
The social media revolution has created a sea of change in the way people connect with one another. Bank marketers need to understand just how social networkers are influencing customer's purchasing decisions – and how that impacts an organization’s brand and market share. Learn how to analyze and leverage these spheres of influence to elevate your brand’s reputation among key customer segments.
Bringing the Branch Experience to the ATM
Recorded 04/25/2012
Even as financial institutions reassess the role of the retail branch network, the branch experience remains the cornerstone of a successful multichannel customer engagement strategy. The challenge is extending this branch experience to meet the service expectations of your customers, particularly given their continually evolving preferences for how, when and where they do their banking. Examine how the benefits of 24-hour self-service availability and the branch customer experience can be combined and delivered via the ATM -- for improved customer satisfaction and flexibility of staffing for your organization.
From 0 to 60: Supercharge Your Onboarding Program
Recorded 04/11/2012
When a new customer joins your retail banking institution, there is a small window of opportunity to capture share of wallet while the new customer’s interest is still high. By instantly customizing follow up and optimizing each point of contact with real-time customer insight, your bank can immediately create more personalized and profitable interactions that deepen the customer relationship and build loyalty. Learn how as two industry experts share perspectives to effectively supercharge your onboarding program for faster, more effective follow up to drive cross-selling, increase retention and improve the customer experience.
Segmentation Domination: Driving Revenue Through Understanding Consumer Banking Behavior
Recorded 04/04/2012
As financial institutions look at 2012 and beyond, they see a sluggish economic recovery and increased regulation slowing the pace of revenue growth and margin expansion. Faced with this outlook, retail bank executives are seeking to drive revenue generation by growing share of wallet from existing customer relationships. While customer acquisition and loan origination are still important, greater emphasis is being placed on more accurately targeting current customer segments to identify and capitalize on opportunities for revenue growth through cross sell and up sell. Meeting this priority requires a deep understanding of what customers need, want, and expect. Segmentation Domination: Driving Revenue Through Understanding Consumer Banking Behavior will give you the insights and practical information necessary to help you better understand your current and prospective customer base and develop customer segmentation strategies that provide you with the best opportunity for revenue growth and marketing campaign ROI.
Bridging Marketing and Sales to Create the Optimum Branch Sales Force
Recorded 03/28/2012
Much head-scratching among bank marketers about the behemoth that is the bank branch network has yielded plans for redesign, repositioning – and more radically, reduction. Before summoning the wrecking ball, it’s wise to explore how this resource-intensive channel might break even – or even transform into a profit center. The key lies in aligning marketing and sales.
Bigger Wins From Smaller, Smarter Bets: How to Redirect & Grow Marketing Programs in the New Retail Banking Environment
Recorded 02/29/2012
Spend less! It’s an imperative financial institutions have embraced, albeit under fire. Getting more from reduced marketing spend is now the expectation – and the challenge for bank marketers. Unless your institution knows what works and what doesn’t, you run the risk of wasting those prized marketing dollars. A better way forward is to eliminate guesswork with a fact-based, consumer-centric approach. In this real-world session, Acxiom’s Managing Director of their Retail Banking Group gives insights on how to make your marketing efficiency program a driver of revenue growth and a key differentiator for your bank.
Consumer Banking Relationships and the Use of Analytics in Segmentation Strategies
Recorded 02/14/2012
A combination of a sluggish economic recovery and increased regulation has slowed the pace of revenue growth for banks in 2012 and beyond. As a result, the top priority of financial institutions has shifted from acquisition and origination to share of wallet capture. The focus is on delivering a perfect customer experience in every interaction across all channels. Doing so, requires a deep understanding of what customers need, want and expect. This webinar will give you the insights and practical information necessary to help you better understand your current and prospective customer base and to develop customer segmentation strategies, and how analytics are the key to finding the best opportunities for revenue growth.
Leveraging Your Branch Employees to Deliver the Maximum Customer Experience
Recorded 02/08/2012
Research shows that organizations that actively look to meet and exceed customer or member expectations around the customer experience are winning the battle for market share in today’s retail financial services industry. At the heart of this strategy are your employees – their engagement, alignment, and management are key to a profitable plan for your organization, especially in the branch. Given the revenue and expense pressures on this channel, the role and execution of an aligned customer experience strategy is key to bottom-line profitability.
BAI-Finacle Global Banking Innovation Awards: Spotlight on U.S. Innovation
Recorded 01/26/2012
Join us for a special session that celebrates three innovation success stories in the US from the 2011 BAI-Finacle Global Banking Innovation Awards. Each of the three financial institutions highlighted will share their innovation, best practices around it and the impact it has had on their organization. Also, hear insights into how you can foster innovation within your organization.
Customer Interactive Technology in Branch Banking
Recorded 01/25/2012
Retail banks face a dual challenge – improve operational efficiency and enhance the customer experience in their branches without compromising security. Your mission involves everything from strengthening the customer authentication process and speeding up the transaction time to reducing costs wherever possible in the ensuing transaction, all while maintaining a quality customer experience. Customer interactive technology such as pin-entry/signature capture devices, tablets, and mobile handheld devices allow customer sessions to begin as soon as the customer walks in the door, providing a new customer experience and increasing operational efficiency. Examine ways to address these underlying business drivers with cost effective customer-facing solutions for a strong ROI.