Positive Reviews from Online Banking? Yes!
Digital reviews like the ones on Google have the power to create or destroy customer relationships. As all banking providers become online banking providers, it’s crucial to have your digital banking system working on the “create” side of the equation.
According to Forbes, you need to give your online banking customers a reason to rave. “If you want good reviews, give your customers a good experience. If you do nothing else, make your customer happy when it matters most — before they leave your branch, your website, or hang up the phone.”
Micronotes clients systematically connect mobile and online banking customers to review sites by asking them to leave a review, and it works. For example, one campaign by one of our community bank clients ran for one month. It generated 30% of all Google Reviews for the bank (6 of 20), all of which were positive and remarkably similar in
Digital reviews like the ones on Google have the power to create or destroy customer relationships. As all banking providers become online banking providers, it’s crucial to have your digital banking system working on the “create” side of the equation.
According to Forbes, you need to give your online banking customers a reason to rave. “If you want good reviews, give your customers a good experience. If you do nothing else, make your customer happy when it matters most — before they leave your branch, your website, or hang up the phone.”
Micronotes clients systematically connect mobile and online banking customers to review sites by asking them to leave a review, and it works. For example, one campaign by one of our community bank clients ran for one month. It generated 30% of all Google Reviews for the bank (6 of 20), all of which were positive and remarkably similar in language and tone.
- The staff at XXX Bank are very friendly and helpful and always call me by my first name when I walk in or come through the drive-through. Great staff!
- The staff at XXX are so friendly and helpful; it makes banking so fun and easy. Also, you get the latest banking news with Todd by listening to the mighty 920 on Monday mornings. So fun! Good listening!
- The staff at XXX are always so friendly and considerate. We have had nothing but positive results with all our banking needs at XXX.
- I could not be happier with the experience at XXX Bank. The staff is wonderful!
- Everybody has been great, excellent customer service, whether I’m opening a new account, getting a loan, or dropping off a deposit. Sending home the dog treats when our old dog couldn’t make it in really made our day, not to mention our dog’s day when we got home.
- We love dealing with XXX Bank. The staff is very friendly and helpful. They always know who we are and call us by name. Excellent customer service. 🙂
Consumers are talking about your financial institution 24/7, and in today’s world, they aren’t just limited to their neighbor – they have the whole web at their fingertips. Amazon and Google have taught us many things, not the least of which is to check the reviews before making any purchase decision.
The banking industry is not exempt from this trend and needs to be proactive in managing its brand on the web. That’s why it’s important to continuously connect your brand ambassadors in your high-traffic digital banking channels to review sites to shape and amplify your brand message positively.
Micronotes.ai helps financial institutions leverage account, transaction, credit, and Microinterview® response data via the digital banking channels to start conversations, develop relationships, and build trust — which can be amplified via positive reviews automatically. So it’s time to get and stay on the creative side of the review equation.
