In this special episode of the Exponential Insights, James Robert Lay is joined by both Corey LeBlanc (https://www.linkedin.com/in/corey-leblanc-9609006/), co-founder and COO/CTO at Locality Bank (https://localitybank.com/), and Har Rai Khalsa (https://www.linkedin.com/in/harraikhalsa/), CEO and co-founder of Swaystack (https://swaystack.com/). Together, they dive deep into the critical topic of optimizing onboarding and engagement for banks and credit unions. They’ll share their expert insights on how addressing friction in your onboarding process can stop your financial brand from losing millions in loans and deposits, while also building stronger, more profitable relationships. Whether you're a financial marketer, sales leader, or executive, this episode is packed with actionable strategies to help your institution grow by transforming the customer experience from day one. Join us as we discuss: -Addressing Onboarding Gaps and Challenges (06:22) -Simplifying Complex Banking Processes (25:14) -Practical Steps to Enhance Customer Trust (34:44) 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 on Ausha. See ausha.co/privacy-policy for more information.

In today's episode of the Exponential Insights series we discuss a significant issue faced by financial institutions: the loss of loans and deposits via their websites. Despite the clear advantages, many credit unions and banks struggle with the digital transformation needed to optimize their website's performance. James Robert is joined by Derik Krauss (https://www.linkedin.com/in/derikkrauss/), shareholder and senior website consultant at BloomCU (https://bloomcu.com/), to discuss the resistance financial brands show toward change, despite the evident opportunities for growth. They touch upon the 'tyranny of the status quo,' explaining that many organizations are hindered by outdated practices and a fear of radical transformation. They urge financial brands to embrace change, potentially even launching new, focused brands to capture unmet market needs. Join us as we discuss: -Empathy and Authenticity in Marketing (12:04) -The Tyranny of the Status Quo (23:22) -The Innovator's Dilemma in Banking (51:13) 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 on Ausha. See ausha.co/privacy-policy for more information.

This episode of the Practical Perspective series dives into the hidden gaps and friction points in financial brand customer journeys that lead to loss of potential loans and deposits. James Robert Lay (https://www.linkedin.com/in/jrwlay/), along with Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/), share insights from a recent website secret shopping study.  They identify how confusion, friction, and unclear expectations during the personal loan application process can cost financial brands millions. Various issues, from overly complex application steps to lack of clear communication, are discussed along with potential solutions such as improving micro-commitments, refining legal and consent sections, and ensuring proactive follow-up through calls. Join us as we discuss: -Personal Loan Application Friction Points (04:35) -The Importance of Communication and Expectations (09:06) -Post-Application Experience and Recommendations (21:08) 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 on Ausha. See ausha.co/privacy-policy for more information.

Many financial institutions struggle with understanding why their websites lose out on potential loans and deposits. Often, the questions they ask in feedback forms fail to distinguish between different user journeys, leading to misleading insights and uninformed decisions. In this episode, James Robert Lay (https://www.linkedin.com/in/jrwlay/) and Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/) discuss how  tailoring questions to distinct user journeys can unlock valuable insights. By differentiating between shopping, application, and account holder experiences, and timing feedback requests based on user engagement (e.g., time on page, scrolling behavior), financial institutions can gather more actionable data. Join us as we discuss: -Case Study: Analyzing Website Feedback Forms (04:25) -The Role of Context in Gathering Feedback (09:06) -Three Distinct Website Experiences (20:38) 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 on Ausha. See ausha.co/privacy-policy for more information.

Most financial institutions are stuck in the present, lacking the forward-thinking leadership needed to navigate and thrive in a rapidly changing environment. Leaders within these organizations frequently find themselves overwhelmed by day-to-day operations, which restricts their ability to focus on future growth and innovation. 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/) discuss the need for leaders to adopt a future-focused mindset by setting aside dedicated time for strategic thinking and ongoing learning. By visualizing their future selves and operating from that perspective, leaders can inspire and drive meaningful change within their organizations. Join in as they suggest practical steps, such as evaluating one's current operating mindset and creating a vision for the future, to bridge the gap between current capabilities and future potential. Ultimately, embracing continuous growth and surrounding oneself with like-minded individuals can help drive the financial industry toward a more innovative and successful future. Join us as we discuss: -The Importance of Vision in Leadership (05:32) -The Role of Culture and Change (10:31) -Leadership vs. Management (17:41) 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 on Ausha. See ausha.co/privacy-policy for more information.

In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid advertisements to drive traffic to these pages, and only 25% of users are even attempting the application process.  Join us as we discuss how small, incremental optimizations (like a mere 5% increase in application starts and a similar reduction in abandonment rates) can potentially recapture millions in lost interest income annually. Addressing and optimizing even the seemingly minor aspects of the digital customer journey can lead to substantial revenue recovery and growth for financial brands. Join us as we discuss: -Case Study: Regional Financial Brand's Abandoned Applications (02:11) -Calculating the Financial Impact of Abandoned Applications (07:43) -The Power of Incremental Changes (14:44) 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 on Ausha. See ausha.co/privacy-policy for more information.

After facilitating over 1200 website secret shopping studies for financial brands over the past decade, the Digital Growth Institute decided it was time to drink their own medicine. After recently launching their new website, they put out a call-to-action for industry leaders to provide real-time feedback.  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 insights they gained and how the practice of rapid iteration helped them to level up their brand messaging and communication. They discuss the lessons that they learned and how even the most seasoned marketers can find tremendous value in outside perspectives. Join us as we discuss: -Secret Shopping the Digital Growth Institute Website (04:43) -The Power of Clear Messaging (08:39) -The Value of Outside Perspective (17:31) 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 on Ausha. See ausha.co/privacy-policy for more information.

Let’s face it, a lot of financial institutions are really struggling to position themselves online and make the most of their digital channels. Many banks and credit unions sound more like robots with their scripted value propositions and fail to address the real issues their account holders have. This leads to a ton of missed opportunities and a lot of money left on the table. Despite digital channels having the potential to outshine physical branches, they’re often underperforming due to poor optimization practices.  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 insights from a recent Website Blind Spot Benchmark they conducted. The big takeaway? Regular website assessments can help pinpoint problem areas and unlock some serious financial gains. By properly mapping out customer journeys, banks can create a clear path that guides customers from the first click all the way to a completed transaction, reducing confusion and boosting confidence. Join us as we discuss: -Understanding Positioning and Customer Journeys (02:38) -The Importance of Ongoing Optimization (18:12) -Human Connection in Digital Experiences (28:37) 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 on Ausha. See ausha.co/privacy-policy for more information.

Financial brand marketing and sales leaders face the challenge of consistently making new connections that lead to loan and deposit growth. They often struggle to leverage data and customer insights effectively to deepen relationships, which is crucial for fostering new connections and driving business outcomes. Brian Bauer (https://www.linkedin.com/in/brianmbauer1/), CEO of Revio Insight (https://revioinsight.com/), a customer growth platform that transforms complex bank data into actionable growth opportunities for community and regional banks, joins the show to discuss how financial brands can turn data into actionable growth opportunities. This episode  highlights the importance of not waiting for perfection to start engaging customers, leveraging both digital and relational engagement channels effectively, and ensuring that product offerings align with customer needs. The big takeaway? Human experience and building authentic relationships can inevitably lead to more business and profitable relationships. Join us as we discuss: -Turning Data into Deposits and Revenue (04:28) -Account-Based Marketing Explained (15:05) -Building Transformational Relationships (22:48) 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 on Ausha. See ausha.co/privacy-policy for more information.

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