Many financial brand leaders are unsure where to begin when it comes to secret shopping their website and often feel intimidated by the process—if they even know what website secret shopping is. That’s why on this episode of the Practical Perspectives series, James Robert Lay (https://www.linkedin.com/in/jrwlay/) and Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/) break down everything you need to know about website secret shopping.  These studies offer a structured, 30-day approach that identifies blind spots and provides actionable insights to optimize website experiences. With a specific focus on product lines, demographic segments, device types, and stages within the buying journey, financial brands can make targeted improvements. The results are a significant increase in user conversions and overall growth, translating to a substantial return on investment. Join us as we discuss: -Breaking Down the Secret Shopping Process (06:19) -Focusing on Product Lines and Demographics (17:09) -Stages of the Buying Journey (24:36) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Financial institutions often struggle to manage and appropriately respond to online feedback, especially negative reviews, risking the loss of potential loyal customers. Statistics reveal that a single negative review can severely damage a brand’s reputation, requiring up to 40 positive experiences to counteract it.  In this episode of the Banking on Digital Growth podcast, Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/) and James Robert Lay (https://www.linkedin.com/in/jrwlay/) discuss the critical role of listening and responding to customer feedback for financial institutions. By sharing real-life examples, such as a commendable response from Frost Bank to a negative review, the podcast emphasizes the importance of proactive customer service and reputation management. Join us as we discuss: -Real-Time Feedback Response (08:56) -Statistics on Negative Experiences (15:32) -Google My Business Strategy (25:57) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brands may not realize that their websites could be their biggest sales blind spots due to lack of proper evaluation. Without secret shopping, banks and credit unions may not identify critical issues that could be causing them to lose out on potential loans and deposits. This episode of the Practical Perspectives series advocates for external, objective website secret shopping studies as a means to uncover and address these blind spots. These studies offer financial brands the opportunity to gain valuable, unbiased feedback from real users, which can help improve their digital engagement, boost conversions, and ultimately increase loans and deposits. Join us as we discuss: -Understanding Website Secret Shopping (00:47) -Common Objections to Secret Shopping (03:48) -Conclusion: Awareness and Action Steps (43:04) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

In a rapidly changing world driven by exponential technological advancements like AI, many leaders, teams, and organizations struggle to keep pace. This creates a widening gap between linear human perception and the exponential nature of change, leading to feelings of fear, stagnation, and a lack of growth. Many financial brand leaders, especially in the marketing sector, are losing their jobs or feeling displaced due to unforeseen changes in their industry. Jim Marous, (https://www.linkedin.com/in/jimmarous/) CEO of the Digital Banking Report (https://www.digitalbankingreport.com/)and co-publisher of The Financial Brand (https://thefinancialbrand.com/),  believes the solution lies in continuous learning and transformation. Jim joins the show to offer strategies and advice on navigating change successfully. Join us as we discuss: -Navigating Industry Changes (11:16) -The Importance of Asking Questions (18:50) -Lessons from Failure (28:35) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

It’s not surprising that a significant portion of Americans are struggling with their finances, with many living paycheck to paycheck. Even those working within financial institutions are not immune to these issues. This episode of the Exponential Insights series offers a practical and straightforward solution to this widespread problem. Guest Gordon Stein (https://www.linkedin.com/in/gordonstein/) introduces the concept of "Cashflow Cookbook, (https://cashflowcookbook.com/)" a book filled with 60 easy-to-follow recipes for freeing up cash without sacrificing lifestyle quality. He emphasizes that small changes in managing recurring expenses, like switching cell phone providers or optimizing monthly bills, can significantly improve cash flow. By taking these steps, individuals can save and invest more effectively, ultimately reducing financial stress and increasing financial well-being. Join us as we discuss: -Practical Financial Tips from Cashflow Cookbook (06:12) -Behavioral Change and Financial Wellness (10:15) -Future of Financial Services and AI (19:15) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

As financial brand leaders navigate the complexities of a post-COVID world, the economic shifts, and the rise of artificial intelligence, feelings of exhaustion and burnout are rampant. Leaders and team members alike are struggling to stay engaged and find fulfillment in their roles. The pervasive cultural norm of complaining about work and separating personal and professional lives further aggravates the issue, leading to an overwhelming sense of frustration and resistance to change. This episode offers a roadmap to overcome these challenges. Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/) and James Robert Lay (https://www.linkedin.com/in/jrwlay/) share personal experiences of overcoming adversity, such as leaving toxic environments, to highlight the power of personal transformation. They emphasize integrating spiritual, mental, physical, relational, and financial aspects of life to foster holistic growth. Join us as we discuss: -The Connection Between Personal and Professional Growth (7:15) -Recognizing the Need for Change (28:17) -Defeating Self-Limiting Beliefs (37:49) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brands are underinvesting in their digital sales channels, especially their websites, in 2024. Organizations often view their website as a one-time cost rather than an ongoing investment and fail to recognize its critical role in the customer buying journey. Failing to adapt to the digital shift can lead to being left behind by competitors who prioritize their digital presence.In this episode of the Practical Perspectives series, James Robert Lay (https://www.linkedin.com/in/jrwlay/) and Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/) discuss the transformations in consumer behavior and why viewing the website as a critical part of the digital buying journey, financial institutions can align their investments with industry trends and customer expectations.Join us as we discuss:-The Growth Mindset: A Case Study (3:48)-Comparative Analysis: Toys R Us vs. Target (14:43)-Optimizing Digital Strategies: Secret Shopping Studies (21:49)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many leaders struggle with the fear of change, failure, uncertainty and not being good enough. Left unchecked, fear can become debilitating and prevent you from taking the actions needed to move forward. You may find yourself procrastinating, doubting your abilities and resisting needed changes that feel uncomfortable. In this episode of the Practical Perspectives series, James Robert Lay (https://www.linkedin.com/in/jrwlay/) and Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/) discuss the importance of investing in personal development, seeking guidance from a coach or mentor, and leaning on a supportive community of peers. Learn why it's critical for financial brand leaders to face discomfort, address blind spots and navigate change with grit and resilience in order to maximize their adaptability quotient (AQ). Don't let fear hold you back any longer.Join us as we discuss:-The Role of Fear, Uncertainty, and Doubt (FUD) (4:45)-Overcoming Perfectionism and Procrastination (8:37)-The Importance of Self-Respect and Growth Mindset (20:23)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brands struggle to adapt to the rapidly changing landscape of digital banking, often feeling overwhelmed and uncertain about how to maintain growth and customer engagement in the face of continuous technological and market changes.Financial brand leaders frequently express feelings of exhaustion, confusion, and indecision when trying to navigate these changes. They're overwhelmed by the need to create digital customer experiences, map out complex buying journeys, and implement new technologies while maintaining trust and human-centric engagement. The pressure to act without clear guidance often leads to inaction or ineffective measures.On this episode of the Exponential Insights series, Carey Ransom, (https://www.linkedin.com/in/careyransom/) Managing Director at BankTech Ventures (https://www.banktechventures.com/), discusses actionable strategies for overcoming these challenges. He emphasizes the importance of creating space for reflection, continuous learning, and the adoption of an agile mindset. Join us as we discuss:-Adapting Agile Methodologies in Banking (10:04) -Investing in an Online Presence (19:28) -The Role of Generative AI in Banking (39:50) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Are you aware of the number of loans and deposits you're losing due to blind spots in your bank's or credit union's onboarding experience? According to the Digital Banking Report, 46% of newly opened accounts go inactive within the first year. To put it differently, almost one out of every two accounts your financial brand opens has the potential to go inactive in the first 12 months. Think about these questions: How much might these onboarding blind spots be costing you right now? More importantly, what can you do about it? In this episode, we welcome Har Rai Khalsa (https://www.linkedin.com/in/harraikhalsa/), who is on a mission to help banks (https://swaystack.com/) and credit unions recover business from big mega banks and neo banks, thereby strengthening local financial institutions and the communities they serve.Join us as we Discuss:-The Onboarding Experience: Challenges and Solutions (11:41) -Human Connection in the Age of AI (29:32) -Practical Steps to Improve Onboarding (37:30) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast).  Hosted by Ausha. See ausha.co/privacy-policy for more information.