By Devon Kinkead

Effective communication with customers is vital for any financial institution, where trust and timely information are key. FNB Community Bank faced a unique challenge: despite knowing that their customers regularly logged into online banking, FNB staff struggled to engage with customers effectively within that space. They needed needed a solution that would allow them to connect with customers where they already were, without adding unnecessary friction to their experience. What follows is a recap of an interview with Julie (Croak) Waddle, Vice President Marketing at FNB Community Bank.

The Challenge: Finding a Seamless Communication Channel

Before discovering Micronotes, we weren’t fully aware of the gap in our customer communication strategy. As Julie explained, “We were having a problem with communicating with some of our customers, and we knew that they were already logging into online banking, so we were looking for some type of solution where we could communicate with them within the area they already were.”

It wasn’t until the team attended a user meeting and heard about Micronotes that they realized the potential of this innovative technology. Julie recalls, “We thought that sounded interesting and cutting edge. And so we were willing to take the risk and be ahead of the curve when it came to this technology.”

The Micronotes Difference: Personalized and Effective Engagement

Micronotes quickly became the perfect solution for FNB Community Bank’s needs. Julie highlighted its unique value, stating, “Micronotes was the perfect solution for communicating with our customers as well as recommending products and services that could benefit them.”

Realizing the Impact: Immediate Results and Valuable Feedback

The moment FNB Community Bank realized Micronotes was working came soon after implementation. Julie shared their experience: “After working with our hands-on customer service reps from Micronotes, we were able to set up our NPS interview, and shortly after, we were receiving tons of feedback from customers. Some of them were complaints that we were happy to solve, and some were compliments that we were excited to share with our account reps.”

The immediate feedback provided valuable insights that helped improve customer satisfaction and engagement.

Life After Micronotes: A New Era of Customer Communication

Today, Micronotes is an integral part of FNB Community Bank’s communication strategy. Julie noted, “We love having Micronotes because it helps us communicate with our customers, and we can tell them about things going on at the bank, whether we have community events, we have a new financial literacy blog, or new specials. As a bank, we are here to make their life better financially as well as in the community.”

In summary, Micronotes has not just solved communication challenges for FNB Community Bank; it has transformed how they interact with their customers. By delivering the right conversation to the right person at the right time, Micronotes has made a tangible difference in their business, enhancing customer relationships and driving engagement.

The entire interview may be found here.

By Devon Kinkead

Financial institutions face the ongoing challenge of maintaining meaningful relationships with their customers, especially those who primarily interact online. Traditional methods of engagement often fall short when trying to build the deep, personalized connections that modern consumers expect. This is where Micronotes steps in, offering a powerful solution to not only bridge this gap but to turn it into an opportunity for growth and improved customer satisfaction.

Recently, Carissa (Dunn) Bullock from Cornhusker Bank shared her experience with Micronotes, shedding light on how the platform has transformed the way her bank interacts with customers. Contrary to the common narrative of solving a problem, Cornhusker Bank saw Micronotes as a strategic opportunity—a tool to enhance their communication and build stronger relationships with their online customers.

Seizing Opportunities with Micronotes

For Cornhusker Bank, the primary goal was to engage their online customers in a meaningful dialogue. “One of the things that we had wanted to do was to be able to really have a conversation, build a relationship with our customers that were mainly online,” Carissa explained. With Micronotes, they found a way to do just that. Leveraging Micronotes’ microinterviews, the bank was able to initiate and sustain conversations with customers, allowing them to better understand their needs, address any concerns, and celebrate positive feedback. This level of interaction is critical in today’s financial landscape, where customer experience often differentiates the top performers from the rest.

The Power of Net Promoter Score (NPS)

One of the standout features of Micronotes that Carissa highlighted is its integration with the Net Promoter Score (NPS). “…we’ve been able to take that opportunity and have conversations with [customers] via the Net Promoter Score and being able to take those answers and those issues and those praises and really bring them back and address those with the customers,” she said. NPS is a well-regarded metric used to gauge customer loyalty by asking a simple question: “How likely are you to recommend our services to others?” The responses to this question provide invaluable insights into customer satisfaction and loyalty.

Micronotes takes this a step further by not only collecting these responses but also facilitating follow-up actions. For Cornhusker Bank, this meant being able to take the feedback—whether it was praise or constructive criticism—and use it to enhance their services. By addressing customer concerns quickly and effectively, they could reinforce trust and loyalty, turning potentially negative experiences into positive ones.

Building Stronger Relationships in the Digital Era

What makes Micronotes particularly valuable is its ability to transform digital interactions into personalized experiences. “We more saw it as an opportunity to enhance our communication with our customers,” Carissa emphasized. In a world where many customers may never step foot into a physical branch, the ability to engage them in meaningful conversations online is crucial. Micronotes helps financial institutions like Cornhusker Bank do just that—turning data and customer feedback into actionable insights that drive better outcomes for both the bank and its customers.

Conclusion

Micronotes is more than just a tool; it’s a strategic partner for financial institutions looking to deepen their customer relationships in the digital age. By turning online interactions into opportunities for engagement and growth, Micronotes empowers banks and credit unions to not only meet but exceed customer expectations. As Carissa Bullock from Cornhusker Bank shared, “We saw it as an opportunity, not a problem. And Micronotes has allowed us to enhance our communication and build relationships with our customers.”

If your financial institution is looking to enhance customer engagement and build stronger, more meaningful relationships, consider the value that Micronotes can bring to your organization.

See the full interview with Carissa (Dunn) Bullock here.