As much of the world has come to a grinding halt, the situation around COVID-19 has exposed the weaknesses of institutions that have failed to truly invest in digital transformation strategies, while demonstrating the positive impact of those that have. While many credit unions have been actively trying to reach and support customers, their members’ expectations are increasing.
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While many banks have been actively trying to reach and support customers, the results of this survey reveal that customers’ expectations are increasing. It also highlights the change in their expectations, app adoption, and how customers feel about the way their bank is supporting them through this crisis.
Customers don’t think about banking. They just expect it to work. These are extraordinary times, however, which call for extraordinary measures. It is an enormous opportunity for banks to build trust and loyalty and shift the perception that banking today is just about transactions.
Just like most marketers right now I thought: “What type of content should I write about during the COVID-19 pandemic that could help people solve a problem?” All this while I’m getting bombarded by best practice articles, social posts, webinars, live videos, and much more.
All relationships evolve over time, including a customer’s relationship with their primary bank. That evolution is governed by the primary banking product lifecycle — the stages a customer progresses through from start to finish in that line of business (LoB) relationship.
As communities across the globe are preparing for the impact of COVID-19, I wanted to share how Flybits is addressing the situation to ensure the well-being of our team members, partners, and customers, while continuing to uphold our company vision and provide continuous service and support to our valued customers.