421) Balancing Digital and Human Connections in Banking

37min | 07/29/2024

Description

Despite the rise of digital-first and digital-only banking tools, there remains a strong desire for personal interaction in banking. Many people still prefer human interactions because they inherently trust people more than automated systems. In this episode, James Robert shares a live, real-time example of a failed attempt to connect quickly with a person at Frost Bank, showing that despite claims of easy access to human support, actual customer experiences often fall short.

Join us as we Discuss:

-Insights from Website Secret Shopping Studies (03:14)

-Case Study: Frost Bank's Human-Centric Approach (12:44)

-Live Experiment: Testing Frost Bank's Customer Service (20:13)

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

Despite the rise of digital-first and digital-only banking tools, there remains a strong desire for personal interaction in banking. Many people still prefer human interactions because they inherently trust people more than automated systems. In this episode, James Robert shares a live, real-time example of a failed attempt to connect quickly with a person at Frost Bank, showing that despite claims of easy access to human support, actual customer experiences often fall short.

Join us as we Discuss:

-Insights from Website Secret Shopping Studies (03:14)

-Case Study: Frost Bank's Human-Centric Approach (12:44)

-Live Experiment: Testing Frost Bank's Customer Service (20:13)

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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