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by James Robert Lay on December 22, 2020
Brief Summary of Episode #54
As financial brands, we are much more than we think we are. Our bigger purpose is to create peaceful and successful financial futures for people.
Many of our customers lack basic financial literacy. We know it. They know it. Their creditors know it — and take advantage of it.
By the way, I'm not just talking about your lowest-income customers. Plenty of high-income earners and even millionaires struggle with financial knowledge and foresight.
But people are still reluctant to sit down and talk about money. They'd rather figure out the answers on their own.
Except they almost never do.
Our customers need a judgement-free zone where they can share their goals and fears with someone they trust.
Is that your office? Is it your branch? Your website? When people think of financial counseling, does your bank's name come to mind?
It sounds paradoxical, but if you want to lead in a digital-first world, you have to understand human beings. And humans are emotional creatures.
In a recent episode of Banking on Digital Growth, I chatted with Kara Yaquinta, content strategist at Tropical Financial Credit Union. We discussed her remarkable digital journey and how she's helping lead her institution forward.
Key Insights and Takeaways
- Getting the right message to the right people at the right time
- Why financial coaching is the next big thing for brands
- The role culture plays on the digital growth journey