356) Bridging the Digital Empathy Gap in the Financial Industry

26min | 12/05/2023

Description

One of the primary challenges faced by financial institutions today is the growing digital disconnect between them and their customers. This disconnect is fueled by a lack of understanding and empathy towards customers' emotional journeys, especially in times of financial stress. The failure to address this gap can result in lost opportunities, decreased customer satisfaction, and an overall decline in competitive advantage.

To bridge this digital empathy gap, James Robert Lay, host of the Banking on Digital Growth podcast, emphasizes the adoption of a more customer-centric approach, integrating emotional intelligence into digital banking strategies. Implementing these strategies will not only enhance customer experience but also drive growth, build long-term loyalty, and establish a strong competitive edge in the rapidly evolving financial landscape.

Join us as we discuss:

-Financial anxiety and the need for digital empathy. (5:42)

-How to bridge the "digital empathy gap." (10:10)

-The role of communication and marketing. (17:54)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Banking on Digital Growth

If you’re part of a financial brand marketing, sales, or leadership team, you know the entire industry is in the midst of exponential change fueled by new technologies. Consumers now make purchase decisions long before they walk into a physical branch location, if they walk into a branch at all, while mobile banks, digital lenders, and fintechs have transformed traditional growth models rooted in legacy broadcast marketing and branch sales strategies.Get ready to gain practical insights, proven ideas, and empowering inspiration as financial brand marketing and sales leaders, along with the leading digital marketing and sales technology firms, share their stories to help you maximize your digital growth potential here on Banking on Digital Growth.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Banking on Digital Growth

If you’re part of a financial brand marketing, sales, or leadership team, you know the entire industry is in the midst of exponential change fueled by new technologies. Consumers now make purchase decisions long before they walk into a physical branch location, if they walk into a branch at all, while mobile banks, digital lenders, and fintechs have transformed traditional growth models rooted in legacy broadcast marketing and branch sales strategies.Get ready to gain practical insights, proven ideas, and empowering inspiration as financial brand marketing and sales leaders, along with the leading digital marketing and sales technology firms, share their stories to help you maximize your digital growth potential here on Banking on Digital Growth.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Description

One of the primary challenges faced by financial institutions today is the growing digital disconnect between them and their customers. This disconnect is fueled by a lack of understanding and empathy towards customers' emotional journeys, especially in times of financial stress. The failure to address this gap can result in lost opportunities, decreased customer satisfaction, and an overall decline in competitive advantage.

To bridge this digital empathy gap, James Robert Lay, host of the Banking on Digital Growth podcast, emphasizes the adoption of a more customer-centric approach, integrating emotional intelligence into digital banking strategies. Implementing these strategies will not only enhance customer experience but also drive growth, build long-term loyalty, and establish a strong competitive edge in the rapidly evolving financial landscape.

Join us as we discuss:

-Financial anxiety and the need for digital empathy. (5:42)

-How to bridge the "digital empathy gap." (10:10)

-The role of communication and marketing. (17:54)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Banking on Digital Growth

If you’re part of a financial brand marketing, sales, or leadership team, you know the entire industry is in the midst of exponential change fueled by new technologies. Consumers now make purchase decisions long before they walk into a physical branch location, if they walk into a branch at all, while mobile banks, digital lenders, and fintechs have transformed traditional growth models rooted in legacy broadcast marketing and branch sales strategies.Get ready to gain practical insights, proven ideas, and empowering inspiration as financial brand marketing and sales leaders, along with the leading digital marketing and sales technology firms, share their stories to help you maximize your digital growth potential here on Banking on Digital Growth.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Banking on Digital Growth

If you’re part of a financial brand marketing, sales, or leadership team, you know the entire industry is in the midst of exponential change fueled by new technologies. Consumers now make purchase decisions long before they walk into a physical branch location, if they walk into a branch at all, while mobile banks, digital lenders, and fintechs have transformed traditional growth models rooted in legacy broadcast marketing and branch sales strategies.Get ready to gain practical insights, proven ideas, and empowering inspiration as financial brand marketing and sales leaders, along with the leading digital marketing and sales technology firms, share their stories to help you maximize your digital growth potential here on Banking on Digital Growth.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

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