Banking on Digital Growth

In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid advertisements to drive traffic to these pages, and only 25% of users are even attempting the application process. 

Join us as we discuss how small, incremental optimizations (like a mere 5% increase in application starts and a similar reduction in abandonment rates) can potentially recapture millions in lost interest income annually. Addressing and optimizing even the seemingly minor aspects of the digital customer journey can lead to substantial revenue recovery and growth for financial brands.

Join us as we discuss:

-Case Study: Regional Financial Brand's Abandoned Applications (02:11)

-Calculating the Financial Impact of Abandoned Applications (07:43)

-The Power of Incremental Changes (14:44)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

After facilitating over 1200 website secret shopping studies for financial brands over the past decade, the Digital Growth Institute decided it was time to drink their own medicine. After recently launching their new website, they put out a call-to-action for industry leaders to provide real-time feedback. 

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the insights they gained and how the practice of rapid iteration helped them to level up their brand messaging and communication. They discuss the lessons that they learned and how even the most seasoned marketers can find tremendous value in outside perspectives.

Join us as we discuss:

-Secret Shopping the Digital Growth Institute Website (04:43)

-The Power of Clear Messaging (08:39)

-The Value of Outside Perspective (17:31)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Let’s face it, a lot of financial institutions are really struggling to position themselves online and make the most of their digital channels. Many banks and credit unions sound more like robots with their scripted value propositions and fail to address the real issues their account holders have. This leads to a ton of missed opportunities and a lot of money left on the table. Despite digital channels having the potential to outshine physical branches, they’re often underperforming due to poor optimization practices. 

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss insights from a recent Website Blind Spot Benchmark they conducted. The big takeaway? Regular website assessments can help pinpoint problem areas and unlock some serious financial gains. By properly mapping out customer journeys, banks can create a clear path that guides customers from the first click all the way to a completed transaction, reducing confusion and boosting confidence.

Join us as we discuss:

-Understanding Positioning and Customer Journeys (02:38)

-The Importance of Ongoing Optimization (18:12)

-Human Connection in Digital Experiences (28:37)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Financial brand marketing and sales leaders face the challenge of consistently making new connections that lead to loan and deposit growth. They often struggle to leverage data and customer insights effectively to deepen relationships, which is crucial for fostering new connections and driving business outcomes.

Brian Bauer, CEO of Revio Insight, a customer growth platform that transforms complex bank data into actionable growth opportunities for community and regional banks, joins the show to discuss how financial brands can turn data into actionable growth opportunities. This episode  highlights the importance of not waiting for perfection to start engaging customers, leveraging both digital and relational engagement channels effectively, and ensuring that product offerings align with customer needs. The big takeaway? Human experience and building authentic relationships can inevitably lead to more business and profitable relationships.

Join us as we discuss:

-Turning Data into Deposits and Revenue (04:28)

-Account-Based Marketing Explained (15:05)

-Building Transformational Relationships (22:48)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brand leaders are unsure where to begin when it comes to secret shopping their website and often feel intimidated by the process—if they even know what website secret shopping is. That’s why on this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata break down everything you need to know about website secret shopping. 

These studies offer a structured, 30-day approach that identifies blind spots and provides actionable insights to optimize website experiences. With a specific focus on product lines, demographic segments, device types, and stages within the buying journey, financial brands can make targeted improvements. The results are a significant increase in user conversions and overall growth, translating to a substantial return on investment.

Join us as we discuss:

-Breaking Down the Secret Shopping Process (06:19)

-Focusing on Product Lines and Demographics (17:09)

-Stages of the Buying Journey (24:36)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Financial institutions often struggle to manage and appropriately respond to online feedback, especially negative reviews, risking the loss of potential loyal customers. Statistics reveal that a single negative review can severely damage a brand’s reputation, requiring up to 40 positive experiences to counteract it. 

In this episode of the Banking on Digital Growth podcast, Audrey Cannata and James Robert Lay discuss the critical role of listening and responding to customer feedback for financial institutions. By sharing real-life examples, such as a commendable response from Frost Bank to a negative review, the podcast emphasizes the importance of proactive customer service and reputation management.

Join us as we discuss:

-Real-Time Feedback Response (08:56)

-Statistics on Negative Experiences (15:32)

-Google My Business Strategy (25:57)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brands may not realize that their websites could be their biggest sales blind spots due to lack of proper evaluation. Without secret shopping, banks and credit unions may not identify critical issues that could be causing them to lose out on potential loans and deposits.

This episode of the Practical Perspectives series advocates for external, objective website secret shopping studies as a means to uncover and address these blind spots. These studies offer financial brands the opportunity to gain valuable, unbiased feedback from real users, which can help improve their digital engagement, boost conversions, and ultimately increase loans and deposits.

Join us as we discuss:

-Understanding Website Secret Shopping (00:47)

-Common Objections to Secret Shopping (03:48)

-Conclusion: Awareness and Action Steps (43:04)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

In a rapidly changing world driven by exponential technological advancements like AI, many leaders, teams, and organizations struggle to keep pace. This creates a widening gap between linear human perception and the exponential nature of change, leading to feelings of fear, stagnation, and a lack of growth. Many financial brand leaders, especially in the marketing sector, are losing their jobs or feeling displaced due to unforeseen changes in their industry.

Jim Marous, CEO of the Digital Banking Report and co-publisher of The Financial Brand,  believes the solution lies in continuous learning and transformation. Jim joins the show to offer strategies and advice on navigating change successfully.

Join us as we discuss:

-Navigating Industry Changes (11:16)

-The Importance of Asking Questions (18:50)

-Lessons from Failure (28:35)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

It’s not surprising that a significant portion of Americans are struggling with their finances, with many living paycheck to paycheck. Even those working within financial institutions are not immune to these issues.

This episode of the Exponential Insights series offers a practical and straightforward solution to this widespread problem. Guest Gordon Stein introduces the concept of "Cashflow Cookbook," a book filled with 60 easy-to-follow recipes for freeing up cash without sacrificing lifestyle quality. He emphasizes that small changes in managing recurring expenses, like switching cell phone providers or optimizing monthly bills, can significantly improve cash flow. By taking these steps, individuals can save and invest more effectively, ultimately reducing financial stress and increasing financial well-being.

Join us as we discuss:

-Practical Financial Tips from Cashflow Cookbook (06:12)

-Behavioral Change and Financial Wellness (10:15)

-Future of Financial Services and AI (19:15)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.

As financial brand leaders navigate the complexities of a post-COVID world, the economic shifts, and the rise of artificial intelligence, feelings of exhaustion and burnout are rampant. Leaders and team members alike are struggling to stay engaged and find fulfillment in their roles. The pervasive cultural norm of complaining about work and separating personal and professional lives further aggravates the issue, leading to an overwhelming sense of frustration and resistance to change.

This episode offers a roadmap to overcome these challenges. Audrey Cannata and James Robert Lay share personal experiences of overcoming adversity, such as leaving toxic environments, to highlight the power of personal transformation. They emphasize integrating spiritual, mental, physical, relational, and financial aspects of life to foster holistic growth.

Join us as we discuss:

-The Connection Between Personal and Professional Growth (7:15)

-Recognizing the Need for Change (28:17)

-Defeating Self-Limiting Beliefs (37:49)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Hosted by Ausha. See ausha.co/privacy-policy for more information.