When TD Bank first launched its new person-to-person payment service in its mobile app, the first shortcut button in the app was set as “Send Money.” Customers didn’t like this. TD Bank found that out with the help of customer feedback through social media and other channels. So the bank listened to its customers and…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology. Reviews Hint at Illegal Practices Customers of Wells Fargo were writing negative…

Whether it’s in the form of a detailed review on Google, an overall star rating on Credit Karma or Lending Tree, personalized recommendations on MyBankTracker, or a candid comment on Facebook, the opinions, experiences, and feedback shared by banking customers have the power to influence the behavior of those shopping for banking and financial products.…

online reputation management

For many industries, the internet changed all communications in every possible way. From understanding how customers prefer to shop to how a corporation keeps track of their many locations in various regions, digital has become the norm for public relations, marketing, and corporate communications.  Many channels are now being monitored, managed, and measured for effectiveness. One…

4 Types of Businesses Impacted by Local SEO

“Chicago restaurants.” “Sushi burrito places in SF.” “Car dealers near me.” “The best doctors in Phoenix.” “Tokyo hotels with swimming pool.” “Cameras for sale in Manila.” This is how consumers today search for information online about a certain product, service, or business. They want to find out where it is or what’s nearby versus simply…

There’s a way to understand and pinpoint your financial institution’s customer pain points: it starts with customer feedback. L.T. “Tom” Hall, president and CEO of financial institution consulting firm Resurgent Performance, puts customer service in banking into perspective: many community banks are not paying enough attention to their customer’s pain points. “Just a couple of…

ReviewTrackers: Building consumer trust in Finance and Insurance

The ability to develop meaningful customer relationships depends heavily on trust. Do consumers trust your brand enough to make — and repeat — a purchase? Do they trust that your product or service will deliver the kind of value that’s worth its price? Do they trust your company to help solve their problems and respond…

Social media marketing has helped countless local businesses – including insurance industry leaders – achieve greater visibility. It’s no wonder that an increasing number of insurance agents are investing time and effort in generating more Facebook likes, Twitter mentions, Instagram followers, or LinkedIn shares. But many still are neglecting what could be one of the…