The Net.Finance East Conference kicks off tomorrow in New York City. Net.Finance East is a 2-day forum focusing on next generation marketing initiatives for the financial services industry.
In addition to attending, I'll be part of a Panel Session exploring the mix of online and traditional marketing strategies to promote customer engagement. Things like FaceBook, Blogs (like this one), and other online tools that our customers use on a daily basis to connect to their world. It should be an interesting conference, even more so with the current financial services challenges in the industry. I'll provide some highlights from the conference when I return later this week.
What do you do if you receive a bank fee for accidentally overdrawing your account? If you are like most people, you call the bank's 800 number and ask to have it refunded. Assuming this is a one-time occurrence, many banks and savings institutions will forgive this type of mistake and refund the fee. Case closed.
However, what about the minor annoyances that get under your skin, like frequent ATM fees or the delayed availability of funds from a check you've deposited? Most people will simply live with them. My suggestion is to get to know your local branch manager.
As the "business owner" of the local branch, they can often provide options to relieve your pain. And in the case of larger issues, like a lost or stolen debit card, they can help you maneuver through the various back office areas to get you a resolution. So, the next time you are around the local branch, take a few minutes to introduce yourself to the branch manager. In these turbulent financial times, you never know when you might need help.
We recently converted to a new bill pay service in online banking. In the past, this would have generated a large number of calls to our Call Center. However, one of the customer service features available now is online chat. This has proven to be a real benefit for customers who can get answers to "how do I...?" questions in real time as they are paying their bills. Now that the conversion is complete, we expect this will also benefit our new customers as they begin to use the service for the first time. Online customer service has certainly come a long way in just a few short years.