Focusing on the customer experience has always been a priority for community financial institutions. As we navigate this new “normal,” the way that experience is delivered must expand. While digital delivery of banking services has been on the rise, the COVID-19 pandemic just may be the tipping point for the digital banking experience.
Your Brand Post-COVID: An Opportunity to Step Up
Unlike 2008-2009, when banks were blamed for playing a lead role in the recession, customers are seeing community banks as part of the solution to the current crisis. A recent JD Power study highlights that 67% of people are satisfied with their bank’s response to the COVID-19 crisis and appreciate the efforts taken to support customers and local communities that are struggling. It’s crucial for financial institutions to leverage this positive perception and to continue the emphasis on raising brand awareness as you focus on your strategic plan for 2021.