Ever Changing Attitudes Towards Mobile Banking
When was the last time you spoke to a bank teller or pulled up to a drive-thru ATM with the same regularity you would to go grocery shopping or commute to work? Exactly.
It’s no secret that many banks and credit unions are acknowledging the power of mobile banking and the effect it has on younger, emerging customer bases. From app-based check deposits to chatbots that help you make financial decisions from the comfort of your own couch, the future is essentially now, and it’s time for your credit union to catch up.
Here are some ways in which your financial institution can get with the times without stretching your current team too thin.
Look for Opportunities to Be Human
Fact: Mobile is a lifestyle. We spend a great deal of our waking hours staring deep into the abyssal glow of our touchscreens, so it never hurts to include human-based touch points within your digital infrastructure. Not only does it bring the customer-service experience back down to earth, it also gives your credit union a more personalized touch.
These humanized moments, so to speak, can be anything from a live chat session with an actual human, or even series of live stream sessions that members can tune in to and learn more about the financial services you offer.
Don’t Let Your Size Hold You Back
When it comes to achieving a successful approach to customer service, the last thing you want to do is let your company’s smaller size become a crutch for doing fantastic work. Believe it or not, most of the service teams you think are killing it with 30-50 people are usually no more than 6-10 people strong.
Simply put: Agility is important. Adopt a “do more with less” attitude by streamlining many of the processes that you know take up too much bandwidth. Automating other processes that you know will never deviate from set parameters, too, will free up your team to create more creative, impactful ways to treat customers.
Harness the Power of Digital Marketing
With nearly 1/5 of global ad spend shared between Google and Facebook, there should be no reason why you’re not taking advantage of digital and social media advertising, especially during such a mobile-centric time.
A comprehensive yet adaptable digital marketing strategy will help you run circles around the bigger guys by allowing you to be focused and timely while keeping a sharp eye on emerging trends and best practices.
Ultimately, it could be argued that smaller operations are at more of an advantage because they’re able to be more agile than their larger competitors, but it never hurts to ask for a little outside help every now and again.