customer relations https://mkpteam.com/ en Don’t Waste My Time: Strategies for Banks to Increase Customer Satisfaction https://mkpteam.com/blog/dont-waste-my-time-strategies-banks-increase-customer-satisfaction <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--291.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="291" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/dont-waste-my-time-strategies-banks-increase-customer-satisfaction" hreflang="en">Don’t Waste My Time: Strategies for Banks to Increase Customer Satisfaction</a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2024-03-26T12:00:00Z" class="datetime">Tuesday, March 26, 2024</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-main-image--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-main-image.html.twig * field--default--field-blog-main-image--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-main-image.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-main-image--blog-post.html.twig * field--node--field-blog-main-image.html.twig * field--node--blog-post.html.twig * field--field-blog-main-image.html.twig * field--image.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-main-image field--type-image field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image_formatter' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'image' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <img srcset="/sites/default/files/styles/max_325x325/public/2024-03/MKPBlog_Strategiesforbankstoincreasecustomersatisfaction_Header.jpg?itok=CDQr8fPX 325w, /sites/default/files/styles/max_650x650/public/2024-03/MKPBlog_Strategiesforbankstoincreasecustomersatisfaction_Header.jpg?itok=Bfy6Iqwb 650w, /sites/default/files/styles/max_1300x1300/public/2024-03/MKPBlog_Strategiesforbankstoincreasecustomersatisfaction_Header.jpg?itok=O22VfFcw 1300w, /sites/default/files/styles/max_2600x2600/public/2024-03/MKPBlog_Strategiesforbankstoincreasecustomersatisfaction_Header.jpg?itok=eLlfMtWu 2600w" sizes="(min-width: 1290px) 1290px, 100vw" src="/sites/default/files/styles/max_325x325/public/2024-03/MKPBlog_Strategiesforbankstoincreasecustomersatisfaction_Header.jpg?itok=CDQr8fPX" alt="Banker and customer talking at desk" typeof="foaf:Image" /> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><em>By Melissa Chefec, Business Development Manager</em></p> <p><span><span><span>You know it right away when a business provides exceptional customer service. Your problem is resolved quickly, and you feel respected, cared for and understood. The best customer service representatives listen and summarize to make sure they understood you correctly. On the other hand, you know when you are getting poor customer service. Your time is not valued, mistakes are made, and you don’t feel heard. This is true in all industries, including banking. Here are six ways that banks can improve customer service satisfaction. </span></span></span></p> <p><span><span><em><span>Pick Up the Phone Faster</span></em></span></span></p> <p><span><span><span>There is nothing that screams out poor customer service more than a long wait time on the phone. We’ve all experienced it, and it makes you want to pull out your hair. Banks that carefully monitor their call center performance and manage the speed at which customer service representatives pick up the phone are sure to enhance customer satisfaction. They can also review the automated prompts to help customers find the proper assistance more quickly. Lastly, they can improve the prerecorded message so that it doesn’t keep saying, “We value you as a customer,” while keeping you on hold for an extended period. The message and the service rendered contradict one another, and that is irritating.</span></span></span></p> <p><span><span><em><span>Improve Sales Approaches, Branch Operations </span></em></span></span></p> <p><span><span><span>Opening a new bank account in a branch or by phone can be time-consuming. Many banks can do better here. Procedures for opening accounts should be reviewed for efficiency. Sales and customer service representatives should be trained to complete such activities quickly, thereby showing respect for the customer’s time. Moreover, bank representatives should be trained to use a consultative and customer-centric approach as opposed to a hard sales style. This will help ensure customers feel valued rather than pressured. </span></span></span></p> <p><span><span><span>Long wait times in branches, especially when customer traffic is low, is frustrating for customers. It shouldn’t happen that, if you are one of only two customers in a branch, you still have to wait more than 30 minutes to speak with a banker. Banks can enhance in-person and telephone experiences by improving branch and call center operations to minimize wait times and optimize operations.</span></span></span></p> <p><span><span><em><span>Customer Communications</span></em></span></span></p> <p><span><span><span>Clear and straightforward written communications are also essential for increasing customer service satisfaction. There’s nothing more frustrating than getting a communication from a bank that is difficult to understand. Banks should review their communications to ensure they are clear and avoid using complex "bank speak." The goal is to create communications that are straightforward and easy for customers to understand. Providing transparent timelines, such as when to expect a new credit card in the mail or a loan decision, can also enhance the overall experience.</span></span></span></p> <p><span><span><em><span>Train Staff</span></em></span></span></p> <p><span><span><span>There is no doubt that customers appreciate dealing with knowledgeable staff who can quickly and accurately provide answers and information about the bank's products and services. Consistently investing in staff training and empowering employees to provide prompt and accurate information, without unnecessary delays, goes a long way towards improving the efficiency of customer interactions.</span></span></span></p> <p><span><span><em><span>Further Develop and Enhance Digital Banking Channels</span></em></span></span></p> <p><span><span><span>Today, more than ever, customers are using digital channels for their banking activities. Improving the navigation and intuitiveness of digital banking platforms is essential to quality customer service. Ensuring digital interfaces are clear and user-friendly can simplify and improve the digital banking experience, making it easier for customers to access information and perform transactions online. Similarly, bank websites should be designed with the customer in mind. Information should be easily accessible, and the search function should be robust in order to help customers locate the information they need quickly and efficiently.</span></span></span></p> <p><span><span><em><span>Increase Transparency about Fees</span></em></span></span></p> <p><span><span><span>Nobody wants surprises when it comes to their money. Banks should strive for transparency in fee structures, avoiding hidden fees and ensuring customers can easily understand terms and conditions. Clear communication regarding fees helps build trust and reduces the need for customers to decipher fine print.</span></span></span></p> <p><span><span><span>There are many ways banks can show respect for their customers by improving customer service approaches. Customer service quality remains key to success in the financial services industry. Satisfied customers are more likely to stay with their bank, bring in more of their business, buy more products and services and perhaps even refer a friend or two.</span></span></span></p> <p><em>MKP communications inc. is a New-York based marketing communications agency specializing in merger/change communications for the financial services industry</em></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/36" hreflang="en">banking industry</a></div> <div class="field__item"><a href="/taxonomy/term/53" hreflang="en">customer experience</a></div> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Tue, 19 Mar 2024 20:10:33 +0000 jackie 291 at https://mkpteam.com Polishing Professional Email Communication https://mkpteam.com/blog/polishing-professional-email-communication <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--290.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="290" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/polishing-professional-email-communication" hreflang="en">Polishing Professional Email Communication</a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2024-03-06T12:00:00Z" class="datetime">Wednesday, March 6, 2024</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-main-image--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-main-image.html.twig * field--default--field-blog-main-image--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-main-image.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-main-image--blog-post.html.twig * field--node--field-blog-main-image.html.twig * field--node--blog-post.html.twig * field--field-blog-main-image.html.twig * field--image.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-main-image field--type-image field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image_formatter' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'image' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <img srcset="/sites/default/files/styles/max_325x325/public/2024-03/Email_Anatomy_1200x630_02b%20banner.jpg?itok=s6BLdepC 325w, /sites/default/files/styles/max_650x650/public/2024-03/Email_Anatomy_1200x630_02b%20banner.jpg?itok=dBKXLZSL 650w, /sites/default/files/styles/max_1300x1300/public/2024-03/Email_Anatomy_1200x630_02b%20banner.jpg?itok=f-eSOJDk 1300w, /sites/default/files/styles/max_2600x2600/public/2024-03/Email_Anatomy_1200x630_02b%20banner.jpg?itok=-Jzqp400 2600w" sizes="(min-width: 1290px) 1290px, 100vw" src="/sites/default/files/styles/max_325x325/public/2024-03/Email_Anatomy_1200x630_02b%20banner.jpg?itok=s6BLdepC" alt="Graphic that shows the components that make up an email" typeof="foaf:Image" /> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><span><span><em><span>By Cathy Planchart, Senior Project Manager</span></em></span></span></p> <p><span><span><span>When I first started sending emails for work 20+ years ago, there was a lot of advice about email etiquette, and what to do and not do when writing emails. For example, don’t type in ALL CAPS because it can be interpreted as shouting at the recipient. Also, using decorative background stationery and fancy fonts was discouraged because a standard font (e.g., Arial) in black on a white background is most readable and compatible with the various platforms and viewports where emails are viewed. Rarely do we see these faux pas today.</span></span></span></p> <p><span><span><span>Email in the professional workplace is now standard and commonplace. In my current work role, I rely heavily on email to communicate with colleagues, vendors and clients. It is an especially critical communication channel since I work remotely, and my clients are scattered across the country. I cannot help but feel frustrated when I receive emails which could have been composed so much better. </span></span></span></p> <p><span><span><span>So, let’s up our game! When I write an email, I have three goals. I want the recipient to be able to easily <strong><span>read, comprehend and respond</span></strong> to my email. Because we rely on email communication to get our jobs done, it is important to get it right the first time to maximize work efficiency. Investing some time upfront saves time later when you receive a clear and timely response. </span></span></span></p> <p><span><span><span>Construct for easy reading:</span></span></span></p> <ol> <li><span><span><span><span>Make your subject line short and meaningful. </span></span></span></span> <ul> <li><span><span><span><span><a href="https://annhandley.com/everybodywrites/#buythebook">The most effective email subject lines are 6-10 words or 50 or fewer characters.</a> </span></span></span></span></li> <li><span><span><span><span>Use the subject line to reference the purpose or topic of the email. For example, “For review,” or to reference the content (“Meeting agenda”), or, if you are seeking information, “Request for….”</span></span></span></span></li> <li><span><span><span><span>If your email is a request, consider including a due date in the subject line.</span></span></span></span></li> <li><span><span><span><span>Be sure your subject line captures the reader’s attention, so they open, read and respond to your message. </span></span></span></span></li> </ul> </li> <li><span><span><span><span>In the body of the email, avoid writing long run-on paragraphs because they can be difficult to read and comprehend.</span></span></span></span> <ul> <li><span><span><span><span>Start each sentence at the left margin.</span></span></span></span></li> <li><span><span><span><span>Insert line breaks as appropriate to create whitespace. This will allow the message to “breathe” and be more inviting to the reader.  </span></span></span></span></li> <li><span><span><span><span>Use bullet points or numbering to give the reader important information quickly or if there are several items which need to be addressed.</span></span></span></span></li> <li><span><span><span><span>Add headlines to introduce different topics.</span></span></span></span></li> </ul> </li> <li><span><span><span><span>If you need to address multiple topics, it may be best to send a separate email for each one. </span></span></span></span></li> <li><span><span><span><span>Bottom line, give thought to your subject line and construct your message so it is scannable.</span></span></span></span></li> </ol> <p><br /> <span><span><span>Increase comprehension of content:</span></span></span></p> <ol> <li><span><span><span><span>Make sure your message is complete and answers the following questions: </span></span></span></span> <ol> <li><span><span><span><span>Who? (The person/people to whom you are sending the email.) </span></span></span></span></li> <li><span><span><span><span>What? (This most likely is the topic introduced in the subject line and reiterated at the start of the message.)</span></span></span></span></li> <li><span><span><span><span>Why are you communicating? Your message may be simply informational, you may be requesting information, or you may be collaborating on work in progress.</span></span></span></span></li> <li><span><span><span><span>Where? This can refer the reader to where additional information can be found. Perhaps there is a relevant attachment or a link.</span></span></span></span></li> <li><span><span><span><span>How? Explain the best way for the recipient to respond. It could be replying to the email, making a phone call, sending a message in Teams, etc.</span></span></span></span></li> <li><span><span><span><span>When? If you need a response, feedback, or deliverable, provide the recipient with a deadline to set clear expectations.  </span></span></span></span></li> </ol> </li> <li><span><span><span><span>Include a screen grab or image to enhance message clarity. Remember the adage, “a picture is worth a thousand words”?  </span></span></span></span></li> <li><span><span><span><span>To aid message comprehension, consider putting key points in bold type, color text, or highlighting. This may include questions needing answers, deadlines, etc.</span></span></span></span></li> <li><span><span><span><span>Reread your email to be sure it is correct and avoids obvious typos and poor grammar. In your email system settings, you can also enable automatic spelling and grammar check.</span></span></span></span></li> <li><span><span><span><span>Consider reading your email out loud to be sure it is clear and organized and the recipient can understand the message you are trying to convey. </span></span></span></span></li> <li><span><span><span><span>Regarding tone, aim for professional, but friendly.</span></span></span></span></li> <li><span><span><span><span>If it is an important email, consider having a colleague review it. </span></span></span></span></li> <li><span><span><span><span>Keep your message as concise as possible, so it can be read, comprehended, and responded to quickly.</span></span></span></span></li> <li><span><span><span><span>If you have a lot of information to convey, consider putting the information in a separate document and attaching the document to a brief email.</span></span></span></span></li> </ol> <p><br /> <span><span><span>Receive a clear and timely response:</span></span></span></p> <ol> <li><span><span><span><span>Start your email with a greeting such as “Dear Sally,” or “Hi team,” when there are numerous people receiving the email directly or being CC’ed. Doing so makes it clear who needs to pay attention to the email and respond. </span></span></span></span></li> <li><span><span><span><span>Keep the needs of your audience [recipient(s)] top of mind and write in a caring, kind, and gentle way.</span></span></span></span></li> <li><span><span><span><span>Be sure to say “please” and “thank you.” These pleasantries have magical powers, creating feelings of happiness and appreciation. Putting some basic manners (and a little heart) into our communications goes a long way to getting a complete, timely and cordial response.</span></span></span></span></li> <li><span><span><span><span>Where possible, phrase questions so a simple “yes” or “no” answer is all that is required. </span></span></span></span></li> <li><span><span><span><span>If you want the person to call you, then include your phone number with the request. Don’t make them hunt for your phone number in your email signature or elsewhere. </span></span></span></span></li> </ol> <p><br /> <span><span><span>When you receive a clear and timely response, it feels like a major win. Right?! </span></span></span></p> <p><span><span><span>Now, let’s switch sides. You’ve become a pro at crafting emails that are easy to read, comprehend and respond to. But how are your skills when it comes to responding to emails from others? Many of the same pointers outlined earlier apply to email responses as well. Here are a few more suggestions to help you up your game when responding to emails.</span></span></span></p> <p><span><span><span>Be the best responder:</span></span></span></p> <ul> <li><span><span><span><span>First, carefully choose whether to “reply” or “reply all.” Be thoughtful of those who are bombarded with countless emails daily. For example, if you are simply saying “thank you” to the sender, there may be no need to thank all those who were CC’ed. </span></span></span></span></li> <li><span><span><span><span>Use complete sentences. Even when you can simply reply “yes,” for clarity, finish the sentence by reiterating the question as a statement.</span></span></span></span></li> <li><span><span><span><span>When replying to an email, be sure to respond to each specific comment/question provided by the sender. A clear and easy way to do this is to click on “reply” then tell the recipient your responses are in red below. Scroll down to their email, change your text color to red and type your response next to each comment/question. </span></span></span></span></li> <li><span><span><span><span>Keep your response focused on the current topic. Don’t introduce a new topic in an old email thread. If you need to switch topics, it may be advisable to start a new email specific to the new topic, which can help eliminate confusion. </span></span></span></span></li> <li><span><span><span><span>When forwarding an email message, include a brief note to the recipient explaining why you are sharing the message with them and any action they need to take.</span></span></span></span></li> </ul> <p><br /> <span><span><span>As you can see, there are so many things that go into writing an effective email we aren’t going to get it right every time. For example, just today, I forgot to attach a document to an email and left out a recipient. It happens—we are only human. However, if we can’t attain perfection, let’s at least make some progress in that direction.</span></span></span></p> <p><span><span><span>Most importantly, focus on being kind to your email recipients. Keep the needs of your audience top of mind. Make it easy for them to understand and absorb what you are communicating and respond. Research has shown that poor business communications (be it with internal colleagues, vendors, clients or prospects) negatively affect a company’s bottom line. So, let’s up our game for the benefit of all!</span></span></span></p> <p><span><span><em><span>MKP communications inc. is a New-York based marketing communications agency specializing in merger/change communications for the financial services industry</span></em></span></span></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/39" hreflang="en">customer communications</a></div> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Mon, 04 Mar 2024 21:51:37 +0000 jackie 290 at https://mkpteam.com The Importance of Email Signatures https://mkpteam.com/blog/importance-email-signatures <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--287.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="287" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/importance-email-signatures" hreflang="en">The Importance of Email Signatures</a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2024-02-20T12:00:00Z" class="datetime">Tuesday, February 20, 2024</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-main-image--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-main-image.html.twig * field--default--field-blog-main-image--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-main-image.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-main-image--blog-post.html.twig * field--node--field-blog-main-image.html.twig * field--node--blog-post.html.twig * field--field-blog-main-image.html.twig * field--image.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-main-image field--type-image field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image_formatter' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'image' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <img srcset="/sites/default/files/styles/max_325x325/public/2024-02/Email_Sig_1200x630_07c%20banner_0.jpg?itok=98Wn77NN 325w, /sites/default/files/styles/max_650x650/public/2024-02/Email_Sig_1200x630_07c%20banner_0.jpg?itok=1wPc1YEk 650w, /sites/default/files/styles/max_1300x1300/public/2024-02/Email_Sig_1200x630_07c%20banner_0.jpg?itok=NLd--Hmj 1196w" sizes="(min-width: 1290px) 1290px, 100vw" src="/sites/default/files/styles/max_325x325/public/2024-02/Email_Sig_1200x630_07c%20banner_0.jpg?itok=98Wn77NN" alt="Laptop with example email signature on screen. Blog title, &quot;The Importance of Email Signatures&quot; is also displayed." typeof="foaf:Image" /> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><em>By Cathy Planchart, Senior Project Manager</em></p> <p>Including a complete signature at the bottom of your email is the right thing to do. It makes it easy for the people with whom you are working to contact you in another way, should they need to. Otherwise, time is wasted looking for contact information somewhere else, or worse, not having a phone number or mailing address for them. Occasions do arise when a phone call or physical mailing is needed. So, it is beneficial to make readily available your complete contact information via an email signature. Consider your email signature as an “old school” business card.</p> <p>Often, it is more efficient to make a phone call and have a discussion than to send an email. If you need email documentation of your conversation, consider sending an email summary after the fact. Personal conversations can be more productive than emails flying back and forth. For instance, just this week, I was making dinner plans with a friend, and it took four emails and three texts to complete the task. Could our plans have come together more quickly had we just talked on the phone?</p> <p>In the email service I use, I set up my email signature once and include it automatically on all my emails. A standard email signature typically includes:</p> <ul> <li>Name (first and last)</li> <li>Title</li> <li>Company name</li> <li>Physical/mailing address</li> <li>Email address</li> <li>Phone number</li> </ul> <p><br /> Other items you may want to include in your email signature:</p> <ul> <li>Cell phone number - provides those you interact with another way of contacting you, including text message.</li> <li>Company website URL and social media links – helps promote your company.</li> <li>Confidentiality statement – offers protection if your message gets into the wrong hands.</li> <li>Preferred pronouns – assists the recipient in knowing how you prefer to be addressed.</li> <li>Time zone – indicates your availability throughout the day, especially for those working remotely and/or communicating routinely with others across the country or around the world.</li> <li>Typical working hours – makes others aware of the best time to contact you.</li> <li>Out of office dates – alerts those with whom you communicate about upcoming outages.</li> </ul> <p><br /> Having a complete signature at the bottom of your email is helpful to the recipient, increases efficiency and promotes productivity. So, take a moment to review your email signature, modify it if needed or create one. Then, choose your default settings so your signature appears on all new messages, and consider also including it on replies and forwards. By doing so, your signature will always be included on your emails. If you decide, for whatever reason, you don’t want it there for a particular email, then you can just delete it. Including your email signature is a good practice, not to mention one that is simple to implement and makes it easier for people to collaborate with you!</p> <p><em>MKP communications inc. is a New-York based marketing communications agency specializing in merger/change communications for the financial services industry</em></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/39" hreflang="en">customer communications</a></div> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Tue, 20 Feb 2024 17:57:42 +0000 jackie 287 at https://mkpteam.com Simple ways to delight banking customers https://mkpteam.com/blog/simple-ways-delight-banking-customers <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--266.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="266" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/simple-ways-delight-banking-customers" hreflang="en">Simple ways to delight banking customers</a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2022-12-09T12:00:00Z" class="datetime">Friday, December 9, 2022</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-main-image--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-main-image.html.twig * field--default--field-blog-main-image--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-main-image.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-main-image--blog-post.html.twig * field--node--field-blog-main-image.html.twig * field--node--blog-post.html.twig * field--field-blog-main-image.html.twig * field--image.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-main-image field--type-image field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image_formatter' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'image' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <img srcset="/sites/default/files/styles/max_325x325/public/2022-12/SimpleDelights_1200x630_02.jpg?itok=5xE9YjQi 325w, /sites/default/files/styles/max_650x650/public/2022-12/SimpleDelights_1200x630_02.jpg?itok=DEIKcejq 650w, /sites/default/files/styles/max_1300x1300/public/2022-12/SimpleDelights_1200x630_02.jpg?itok=pK0_GnDP 1200w" sizes="(min-width: 1290px) 1290px, 100vw" src="/sites/default/files/styles/max_325x325/public/2022-12/SimpleDelights_1200x630_02.jpg?itok=5xE9YjQi" alt="Image with pen on chain and words &quot;Simple ways to delight banking customers&quot;" typeof="foaf:Image" /> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><em>By Cathy Planchart, Senior Project Manager</em></p> <p><span><span><span>What are the top things banks do that annoy their customers? You can Google this and find lots of answers. To flip it around, what are some easy wins for banks to improve the customer experience? There are many bank policies that irritate customers, but, as a bank marketing veteran of 20 years, I know many of these are driven by regulation. Then there are the obvious items. Everyone wants lower (or no) fees and higher interest rates on their deposits. Currently, my checking account earns me a “premium” interest rate of .01%. But I am not going to discuss asset/liability management here. So, I present a few simple things you can do to delight your customers.</span></span></span></p> <p><br /> <strong><span><span><span>Release the pen from the chain</span></span></span></strong></p> <p><span><span><span>While brainstorming this topic, a colleague mentioned she gets annoyed by the “pen and chain.” OK, here is an easy win: get rid of the chains and just provide the pens. Speaking from my career in banking, apparently bank customers eat pens for breakfast, lunch and dinner! As you know, as soon as you leave a loose pen on the counter, it is gone. So, put out a bunch of pens. Experience shows those leave quickly, too. When my former employer bank expanded to around 50 branches, they were buying tens of thousands of logo pens each year to keep the branch lobbies stocked. This strategy provided lots of lasting brand exposure, like putting your logo on the back of a t-shirt. Alternatively, I recently visited a bank branch, and they had a branded coffee cup filled with generic “BIC” pens. I saw it as a lost marketing opportunity, but maybe those “boring” pens stick around longer. To chain or unchain the pen is a cost/benefit equation. And the answer will be different for each financial institution depending on their goals.</span></span></span></p> <p><br /> <strong><span><span><span>Eliminate needless expenditures</span></span></span></strong></p> <p><span><span><span>One person with whom I spoke said he was annoyed by their bank sending them a birthday card. Some customers view these as a needless expenditure and would rather have more interest on their deposits. For others it makes their day. Speaking from experience, for some people it is the only birthday card they receive! I recently celebrated my birthday and for years the card from my financial advisor was the first one I received. This year it was the second. Personally, I like receiving the birthday card and this year’s message was especially touching. But as a former bank marketer, I was disappointed that a generic card was used, although it was personally signed. I feel this was a missed opportunity for brand exposure, versus sending a logo card. Again, we return to the cost/benefit equation. But in the end, do you send a birthday card or not? It depends on knowing the customer’s personal preference and catering to it. </span></span></span></p> <p><br /> <span><span><span><strong>Tell the customer what they need to know</strong></span></span></span></p> <p><span><span><span>In first-party research I conducted, a business owner was especially annoyed by their bank not communicating a Relationship Manager change. They lost their point of contact with the bank and didn’t know where to turn. To make matters worse, this happened when applying for their PPP loan in the midst of the global pandemic in 2020. When there is a change at a bank that impacts customers, be sure to let them know. There are things banks must communicate per regulation. Then there are things banks need to communicate, like a Relationship Manager change. Lastly there are things banks want to communicate, like promoting a new loan product. It is important that these ‘change communications’ (as we like to call them at MKP) have a clear goal, target the right message to the right audience, at the right time, and use the right medium. Third-party research has found many customers are annoyed by communications from their bank. “People expect financial institutions to communicate with them in the manner and time they prefer,” said Bill Streeter, Editor in Chief at <strong>The Financial Brand</strong> in an article titled: <em>Banking communications that drive consumers up the wall.</em> As a simple first step, be sure to communicate what your customers need and want to know in a timely manner. Then, to truly delight your customers, thoughtfully choose the communication channel they prefer and personalize the message.</span></span></span></p> <p><br /> <strong><span><span><span>Fix what is broken</span></span></span></strong></p> <p><span><span><span>I have a friend who is disabled. What annoyed him about his bank was an automatic door opener that didn’t work and was left unfixed for a year. Did the branch staff not know about this? Could they not find a repair person? Did they submit a work request that was not acted on? Sometimes it is the little things that matter most. During my tenure in the marketing department at a bank, we created a checklist of “marketing” items to review at a branch. This included examining the outdoor and indoor “condition” of the building, as well as signage. Is there peeling paint, a knocked down fence, stains on the carpet, litter on the lawn? What does this say about your bank’s brand? The checklist also included what brochures and posters were on display, as well as regulatory signage, etc. Empower your branch to take ownership and pride in their facility. Make it easy by giving them a guide to follow and set expectations. Have them document their findings with photos and send the issues to the appropriate places for resolution. Remember, “Marketing is everything and everything is marketing,” as quoted from the January 1991 article in <em>Harvard Business Review</em> titled “Marketing is Everything” by Regis McKenna. </span></span></span></p> <p><br /> <strong><span><span><span>Truly care about the customer</span></span></span></strong></p> <p><span><span><span>“What annoys you about your bank?” I asked a store owner this week. She responded, “Nothing, I love my bank!” So, I asked the obvious follow up question, “Why do you love your bank?” She said, “I have a great relationship with my banker, all those who work at the local branch, and even some higher up people.” For example, she said, “They know I am building a house and they asked me how it was coming along and to send photos! And, no, I do not have a loan with them, they just care about me and take a real interest in me as a person.”</span></span></span></p> <p><span><span><span>I have to agree. Recently, I shopped four local banks in person by walking in and asking about a business checking account. The bank that got the highest marks was the one where I connected with the banker. They took a real interest in me and the new business I am starting, and they offered lots of products I would need, along with a promotional package and helpful information. I left feeling energized. Bottom line, delighting your customers is about connecting with them person to person. So, simply show that you care about them in every interaction.</span></span></span></p> <p><em>MKP communications inc. is a New-York based marketing communications agency specializing in merger/change communications for the financial services industry.</em></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/36" hreflang="en">banking industry</a></div> <div class="field__item"><a href="/taxonomy/term/31" hreflang="en">branch banking</a></div> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Fri, 09 Dec 2022 19:34:12 +0000 max 266 at https://mkpteam.com Post-Conversion: A Critical Window for Communications https://mkpteam.com/blog/post-conversion-critical-window-communications <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--169.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="169" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/post-conversion-critical-window-communications" hreflang="en">Post-Conversion: A Critical Window for Communications </a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2020-04-21T12:00:00Z" class="datetime">Tuesday, April 21, 2020</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-main-image--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-main-image.html.twig * field--default--field-blog-main-image--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-main-image.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-main-image--blog-post.html.twig * field--node--field-blog-main-image.html.twig * field--node--blog-post.html.twig * field--field-blog-main-image.html.twig * field--image.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-main-image field--type-image field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image_formatter' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'responsive_image' --> <!-- BEGIN OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'image' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <img srcset="/sites/default/files/styles/max_325x325/public/2020-04/Post-Con_Banner_0421.png?itok=-kx8rNOU 325w, /sites/default/files/styles/max_650x650/public/2020-04/Post-Con_Banner_0421.png?itok=xN58imKu 650w, /sites/default/files/styles/max_1300x1300/public/2020-04/Post-Con_Banner_0421.png?itok=Zrotfut5 988w" sizes="(min-width: 1290px) 1290px, 100vw" src="/sites/default/files/styles/max_325x325/public/2020-04/Post-Con_Banner_0421.png?itok=-kx8rNOU" alt="Open window with text: &quot;Post-Conversion: A critical window for communications&quot;" typeof="foaf:Image" /> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image.html.twig' --> <!-- END OUTPUT from 'core/modules/responsive_image/templates/responsive-image-formatter.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><span><span><span><span>In planning customer communications for a bank merger, you’ll need to focus on the strategies that ensure a smooth transition of your newly acquired clients to their new accounts and services. The same holds true when it’s a systems conversion impacting your own customers.</span></span></span></span></p> <p><span><span><span><span>Once customers have migrated to their new accounts and their first statements have arrived, that’s when additional communications may matter most in the long-term. </span></span></span></span></p> <p><span><span><span><span>Smart, legally required conversion communications often provide not just key change information, but also some much-needed reassurance, a believable dose of optimism, and an introduction to your key brand promises. You’ll then earn a honeymoon period—a 30- to 60-day window after conversion that is your moment of truth. During that time, here are a few strategies for consideration:</span></span></span></span></p> <ol> <li><span><span><span><strong><span><span>Identify and target your at-risk customer segments.</span></span></strong></span></span></span></li> </ol> <p><span><span><span><span>Despite your efforts to communicate an overall positive message about new opportunities, some of your new customers may be faced with a fee increase or other negative impact. If your goal is 100 percent retention, you may want to find a special offer that you can make—a reduced loan rate, an exclusive savings bonus rate, or anything that will make customers feel like they’re getting something of value as goodwill. It can make a world of difference.</span></span></span></span></p> <ol start="2"> <li><span><span><span><strong><span><span>Introduce new opportunities to deepen relationships.</span></span></strong></span></span></span></li> </ol> <p><span><span><span><span>Nothing enhances customer loyalty and longevity better than a solid relationship. During this honeymoon period, when customers tend to re-evaluate account choices, you have a perfect opportunity to expand relationships by cross-selling additional services. You could focus on those that may be newly available to them, such as wealth management, or products with special benefits, like a feature-rich relationship checking account. </span></span></span></span></p> <ol start="3"> <li><span><span><span><strong><span><span>Reach out before fee waivers expire. </span></span></strong></span></span></span></li> </ol> <p><span><span><span><span>In many product conversions, fees are waived temporarily to give customers time to make account and balance adjustments. As the waiver end-date approaches, it’s always wise to follow up with a reminder, especially to those who might experience a potentially negative impact. Clearly communicate alternative solutions to help customers continue to avoid fees. Always encourage conversation with a banker to identify what’s best for each customer. </span></span></span></span></p> <ol start="4"> <li><span><span><span><strong><span><span>Give your bankers tools to communicate effectively. </span></span></strong></span></span></span></li> </ol> <p><span><span><span><span>A warm welcoming letter from a banker, perhaps with a recap of contact information to have on hand, can mean a lot to new customers. Give your bankers some letter and email templates they can use as well as talking points that reprise key brand attributes, which bankers can reinforce and validate on a more personal level.</span></span></span></span></p> <p><span><span><span><span>Remember, in any merger or conversion, engineering a smooth transition is only part of the job. What happens after, in those first few crucial months, is where the rubber meets the road. So, make sure you close the loop on the promises you made at conversion with the right kinds of follow-up communications. You’ll build a more loyal and profitable group of new customers as a result.</span></span></span></span></p> <p><em>MKP communications inc. is a New York City-based communications company that delivers spot-on strategy, smart, fresh creative, and flawless execution, exclusively for financial services clients.</em></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/36" hreflang="en">banking industry</a></div> <div class="field__item"><a href="/taxonomy/term/39" hreflang="en">customer communications</a></div> <div class="field__item"><a href="/taxonomy/term/38" hreflang="en">merger communications</a></div> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> <div class="field__item"><a href="/taxonomy/term/27" hreflang="en">marketing</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Tue, 21 Apr 2020 14:25:33 +0000 max 169 at https://mkpteam.com 6 Tips for Change Communications https://mkpteam.com/blog/6-tips-change-communications <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--146.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="146" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/6-tips-change-communications" hreflang="en">6 Tips for Change Communications</a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2017-11-28T12:00:00Z" class="datetime">Tuesday, November 28, 2017</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p><strong>Your call center is quiet… and that’s a good thing.</strong></p> <p>If you’re a bank marketing exec, you usually try to come up with ideas that will resonate with customers and prospects, leading them to eagerly respond online, on the phone, or in person at the branch.</p> <p>But sometimes the lack of response is what you want. In these instances, silence is golden.</p> <p>Let’s say you’re tasked with delivering customer change information, such as a branch closing, a product update, or a change in online services. On those occasions, the best measure of success is when the phones don’t ring and your branches don’t get inundated with confused or irate customers. If all is quiet, you’ve done a good job explaining the change and its impact.<br /> <br /> Here are a few tactics to help you achieve that goal.</p> <ol> <li><strong>Prioritize your message.</strong></li> </ol> <ul> <li>The key points of your communication are the WHAT, WHEN and HOW of the change, so find a way to feature them prominently in a sidebar or callout box.</li> <li>If there is an action the customer needs to take before the change becomes effective, your top priority should be to highlight the date and times when customers need to complete the action. And if no action is required, make a big deal about it. You’re making this change easy for your customers.</li> <li>Include a phone number for questions and a website URL for additional details.</li> <li>Include access to a set of frequently asked questions—reiterating key messages and providing additional detail on specific topics.</li> <li>Remember, chances are slim that your recipient will read every word in your letter, so make sure all key points are skimmable</li> </ul> <p><strong>2.  Communicate what is not changing.</strong></p> <ul> <li>Change can be intimidating, so if there are aspects that are not changing (such as fees, rates, login credentials, branch/call center hours and staff), state that clearly.</li> <li>Highlight the key selling points that will remain, which can remind customers why they chose the product or service in the first place.</li> </ul> <p><strong>3.  Consider the timing.</strong></p> <ul> <li>Many changes that affect customers, such as updates to your product line or fee increases must be communicated 30 days prior to the date the change goes into effect. However, if there is customer action required, consider mailing even earlier than this 30-day requirement to ensure customers have ample time to respond.</li> <li>On the other hand, if you are providing new login credentials for online banking, mail them closer to the effective date. That way, customers have time to receive them, but not enough time for them to misplace or forget about the letter. A good guideline here is to mail this kind of information approximately two weeks prior to the date the change goes into effect.</li> </ul> <p><strong>4.  Personalize to identify account(s).</strong></p> <ul> <li>It’s helpful to provide the customer’s account number(s)—or last four digits—in your letter. If the change affects only one or two accounts, you can list the account number(s) in a subject line or headline. Multiple accounts for the same customer can be consolidated in a chart within the letter. Providing this level of detail can alleviate customer confusion since it is clear which accounts will be affected and may reassure them that you have considered their total relationship.</li> </ul> <p><strong>5.  Use multiple touchpoints.</strong></p> <ul> <li>When it comes to conveying change information, there’s no such thing as over-communicating. Reach out to customers using printed and electronic methods to help ensure that your message is seen. Suggested touch points include: <ul> <li>Direct mail</li> <li>Email and secure messages within online banking programs</li> <li>Banners and interstitials on your website, linking to a microsite with more detailed information</li> <li>Generic statement inserts or statement messages for changes that affect your entire audience</li> </ul> </li> </ul> <p><strong>6.  Be true to your brand.</strong></p> <p>Ensure that your brand’s promise and voice are reflected in all customer touchpoints and communications. After all, your brand supports your company’s performance by helping to retain and build share of wallet of existing customers, while keeping attrition rates low.</p> <p>Keeping these six tactics in mind as you create your change communications will result in clear, timely information that will help assure a more positive customer experience… and a quiet call center.</p> <p><em>MKP communications inc. is a New York City based communications company that delivers spot-on strategy, smart, fresh creative, combined with flawless execution, exclusively for financial services clients.</em></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/22" hreflang="en">brand</a></div> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> <div class="field__item"><a href="/taxonomy/term/25" hreflang="en">direct mail</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Wed, 30 Oct 2019 22:18:08 +0000 max 146 at https://mkpteam.com The right way to say “Sorry!” https://mkpteam.com/blog/right-way-say-sorry <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_entity_view' --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'ds_2col_stacked' --> <!-- FILE NAME SUGGESTIONS: * ds-2col-stacked--node--145.html.twig * ds-2col-stacked--node-blog-post-rss.html.twig * ds-2col-stacked--node-blog-post.html.twig * ds-2col-stacked--node-rss.html.twig * ds-2col-stacked--node.html.twig x ds-2col-stacked.html.twig x ds-2col-stacked.html.twig --> <!-- BEGIN OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <div data-history-node-id="145" class="node node--type-blog-post node--view-mode-rss ds-2col-stacked clearfix"> <div class="group-header"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'links__node' --> <!-- FILE NAME SUGGESTIONS: * links--node.html.twig x links--inline.html.twig * links--node.html.twig * links.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/navigation/links--inline.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-display-title--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-display-title.html.twig * field--default--field-display-title--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-display-title.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-display-title--blog-post.html.twig * field--node--field-display-title.html.twig * field--node--blog-post.html.twig * field--field-display-title.html.twig * field--string.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-display-title field--type-string field--label-hidden field__item"><h2><a href="/blog/right-way-say-sorry" hreflang="en">The right way to say “Sorry!”</a></h2> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-publish-date--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-publish-date.html.twig * field--default--field-blog-publish-date--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-publish-date.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-publish-date--blog-post.html.twig * field--node--field-blog-publish-date.html.twig * field--node--blog-post.html.twig * field--field-blog-publish-date.html.twig * field--datetime.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-publish-date field--type-datetime field--label-hidden field__item"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'time' --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> <time datetime="2017-11-14T12:00:00Z" class="datetime">Tuesday, November 14, 2017</time> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/time.html.twig' --> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-left"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--body--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--body.html.twig * field--default--body--blog-post.html.twig * field--default--blog-post.html.twig * field--default--body.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--body--blog-post.html.twig * field--node--body.html.twig * field--node--blog-post.html.twig * field--body.html.twig x field--text-with-summary.html.twig * field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>In the world of banking, mistakes sometimes happen. We know, because crafting apology communications is a challenge we often encounter here at MKP! We call them “Oops” communications, and over the years we’ve developed several key guidelines for dealing with errors. Read on, and learn how you can turn an unfortunate snafu into an opportunity to cement an even stronger relationship with your customers.<br /> <br /> <strong>First, don’t overreact.</strong></p> <p>When an error is first discovered, it can be an unnerving moment for your team. Naturally, you want to pull out all the stops to get the issue addressed as soon as possible! And once it’s fixed, you want to tell the world that everything is back up and running. So, you consider posting a general apology statement on social media or a contrite blurb on your website.</p> <p>But wait a second – before you inform 100% of your audience that this glitch has occurred, is it possible to identify the people who have been directly impacted, and issue a more targeted apology instead?</p> <p>At MKP, we often find ourselves in the role of “cooler heads prevailing” when we deal with errors of this sort. Our first rule of apology is to limit your communication to the affected customers whenever reasonably possible, and save the global apology for situations when an entire customer group may be affected. Apologize sincerely to the right people, and avoid apologizing more than you need to.</p> <p><strong>Take true responsibility for what happened.</strong></p> <p>Banking errors commonly occur during the automated processing of transactions or customer records, so many apology letters talk about a “computer error” or a “processing error.” While often true to a certain extent, it can also end up sounding like this: “We’re sorry, but this wasn’t really our fault – our computers did it!”</p> <p>Don’t get us wrong – it’s ok to point out a processing glitch as long as you also accept a more personal level of responsibility. Own up to your bank’s mistake. Take the customer’s point of view, and double-down on your commitment to protecting the integrity of all account records and transactions.</p> <p>This leads us to our second rule of apology: spend more time talking about your solution to the issue than the issue itself. Your language doesn’t have to be specific: if the real problem is a lapse in quality control or programming, tell customers that you’re taking immediate corrective steps. Show them that mistakes of this sort are totally unacceptable, and you’re not going to allow them!</p> <p><strong>Consider a goodwill gesture when possible.</strong></p> <p>As we mentioned above, it’s always a smart idea to hunt for ways to narrow your apology to customers who have been directly impacted. By limiting your audience, you also gain a second benefit: you may find that it’s affordable to include a small token of appreciation, particularly when the mistake impacts high-value customers. A discount on a banking service, a waived fee, even a Starbucks or other Gift Card, will go a long way toward smoothing even the most ruffled feathers.</p> <p>What’s the end result of this strategy? Customers will appreciate your honesty, your zeal and your responsiveness. Remember, your determination to eradicate mistakes is the single most effective way to demonstrate a superior commitment to customer service. So, think about your next “oops” as an opportunity – and one day, the people you apologize to may turn into your most loyal customers.</p> <p><em>MKP communications inc. is a New York City based communications company that delivers spot-on strategy, smart, fresh creative, combined with flawless execution, exclusively for financial services clients.</em></p></div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field--text-with-summary.html.twig' --> </div> <div class="group-right"> <!-- THEME DEBUG --> <!-- THEME HOOK: 'field' --> <!-- FILE NAME SUGGESTIONS: * field--default--node--field-blog-category--blog-post.html.twig * field--default--node--blog-post.html.twig * field--default--node--field-blog-category.html.twig * field--default--field-blog-category--blog-post.html.twig * field--default--blog-post.html.twig * field--default--field-blog-category.html.twig * field--default.html.twig * field--theme-ds-field-default.html.twig * field--node--field-blog-category--blog-post.html.twig * field--node--field-blog-category.html.twig * field--node--blog-post.html.twig * field--field-blog-category.html.twig * field--entity-reference.html.twig x field.html.twig --> <!-- BEGIN OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> <div class="field field--name-field-blog-category field--type-entity-reference field--label-above"> <div class="field__label">Blog Category</div> <div class='field__items'> <div class="field__item"><a href="/taxonomy/term/23" hreflang="en">customer relations</a></div> <div class="field__item"><a href="/taxonomy/term/27" hreflang="en">marketing</a></div> </div> </div> <!-- END OUTPUT from 'themes/bootstrap_barrio/templates/field/field.html.twig' --> </div> <div class="group-footer"> </div> </div> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-2col-stacked.html.twig' --> <!-- END OUTPUT from 'modules/contrib/ds/templates/ds-entity-view.html.twig' --> Wed, 30 Oct 2019 22:15:31 +0000 max 145 at https://mkpteam.com