Because most interactions with BB&T small business owners take place when they are opening an account in a branch, BB&T wanted to take advantage of this window to cross-sell their BB&T Visa Business Credit Card. The only problem was that there were no formal training materials for branch employees.
To help BB&T branch employees promote their business credit card, Media Logic developed a custom microsite that houses several custom-made videos, each one addressing a different card benefit. This site, and accompanying Employee Tip Sheet, not only aid branch employees in their sales efforts, but can also be used to drive awareness through digital campaigns.
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Instead of just converting traditional bank services to the digital environment, U.S Bank let customer input and technology inform a new paradigm of services. The result is the new U.S. Bank Mobile App, designed to re-imagine the customer experience and offer something that customers can’t get anywhere else.
Successful customer experience programs advance member-focused internal cultures, simplify processes, continually deepen the FI's understanding of member experience and implement ongoing, targeted improvements.
Many financial institutions can speak to their EMOB initiatives, but seldom are we able to get our hands on formalized plans that we can review and use to inform our recommendations. Why? Because more often than not, formalized EMOB plans don’t exist.
