From Impressed to Obsessed: Why You Need to Invest in Customer Experience (with Jon Picoult)
by James Robert Lay on March 14, 2022
Brief Summary of Episode #175
The Financial Brand: Driving Digital Sales in Financial Services
by James Robert Lay on March 14, 2022
The way people and businesses shop for and buy financial services has been altered dramatically since the pandemic. No longer needing to go to a physical location, consumers can do their research, purchasing and ongoing engagement on their phone. But just because banks and credit unio …
Innovation: Common Ground for Financial Brands & Fintechs (with Andrew Witherbee)
by James Robert Lay on March 10, 2022
Brief Summary of Episode #174
Why We Need to Ditch Exclusivity Clauses (with Jeffery Kendall)
by James Robert Lay on March 7, 2022
Brief Summary of Episode #173
We All Love No Hassle: How to Entice Millennials and Gen Z (with Doug Brown)
by James Robert Lay on March 4, 2022
Brief Summary of Episode #172
What Banks Can Learn From the World's Best Retailers
by Audrey Cannata on March 3, 2022
"Social selling is still selling. It’s just another tool in your toolbox.” -Jody Guetter When banking professionals hear the term “social selling,” they cringe. Somehow it sounds too out-of-bounds for the traditional world of banking. Why is this the case? Jody Guetter, executive vice …
Getting Your Financial Brand's Digital Foundation in Place
by Audrey Cannata on March 2, 2022
“There’s an opportunity for banks to stop being afraid of outside factors and start embracing how they can take advantage of them.” -Jeffery Kendall The shift towards digital operations began long before the pandemic, but the pandemic did act as a sort of catalyst to advance things fo …
Adopting Empathy to Help Customers Embrace Financial Education
by Audrey Cannata on March 2, 2022
“We have to get out of this mindset of looking at people as purely transactions. We’re in the business of building relationships.” -Jelaire Grillo For too long people have considered it taboo to openly discuss their financial struggles, but that ends now. Not only should people not hi …
Why Financial Brands Need a Human Touch to Experience Growth
by Audrey Cannata on March 1, 2022
“At the end of the day, the person you’re selling to, the people that you’re serving are humans.” -Joey Coleman Too many brands are quick to eliminate the human element before customers have acclimated to their business. Raising the barrier to exit and making it difficult for customer …
Getting WISE to Customer Experience (with Dan Gingiss)
by James Robert Lay on February 28, 2022
Brief Summary of Episode #171