Top Social and Digital Trends for Financial Services in 2013

January 8, 2013 § Leave a comment


Each year brings a time to look forward to new trends and areas of focus. As I continue to work at the intersection of customer experience and technology (mostly with financial institutions), the following is my hit list for 2013. I fully recognize this is not a comprehensive list and in no particular order, but I would love to hear what should be added, what I might be getting wrong, and whether anyone agrees or disagrees with the following:

  • Front-line Social Enablement: Over the last 2 years, I have paid a lot of attention to how front-line workers will use social media to engage with customers, prospects and referral sources, especially in wealth management and insurance. The last 2-years saw a crop of vendors such as Hearsay Social, Actiance, and Socialware bring products to market that help FIs manage these interactions and help front-line workers use social networks safely for marketing, customer service, and sales. With many major FIs picking vendors last year, this year we will see FIs try to scale front-line enablement across their sales and distribution workforces and integrate multiple vendor relationships into a cohesive ecosystem.
    • What to look for: A steady increase in how insurance agents and wealth managers incorporate social networking into their daily activities to connect with customer, prospects, and referral sources. For this to be effective, multiple vendors (compliance, CRM, social media monitoring, etc.) will need to come together, content will need some serious consideration, and analytics will be the glue.
    • The big questions: How will FIs support these front-line employees? To what degree are customers and prospects ready for FIs to network with them on social properties? Will we start to see some PR hiccups as more front-line employees get social? « Read the rest of this entry »

American Express Homepage Redesign – Centricity meets Simplicity

April 20, 2011 § Leave a comment


April 20, 2011. A couple of days ago I noticed that American Express debuted a new homepage. At first I was ecstatic…I am literally not kidding. I have been an American Express client for over 5 years and in that time the homepage has remained largely the same.

While the rest of the logged in site remains intact,  the homepage now offers a very warm and inviting experience. It feels clear that the owners of the site (and those responsible for the redesign) took a user-centered  approach. By this I mean thinking about 3 simple rules.

1) Who is the user,
2) What are they trying to accomplish, and
3) How will the site help users achieve those goals. « Read the rest of this entry »

Why Social Media? For Customer Centricity’s Sake

March 30, 2011 § Leave a comment


March 30, 2011.  I had an epiphany today (yesterday really at this point). It is a simple one based on a comment I heard from a major organization: “I am tired of hearing about social…what is the point.”  Well, here is the point…if you are a consumer focused company than you have to care about social media. Why…85% of American does. In fact, turn the table for one minute…in an era of fairly intense competition why should consumers care about you if you are not willing to “hang out” where they are? « Read the rest of this entry »

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