Expert Insights

When communicating with your customers or members, are you selling a product or an outcome? The difference between these 2 approaches is crucial when engaging with consumers and coming from a place that has their financial wellness in mind. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what this looks like in practice and how financial institutions can position their customers and members for long-term financial success.

Leading financial organizations that are out-pacing their competitors follow a no-limit mindset. They continue to push the boundaries, redefine what their organization is capable of, and exceed their customer’s expectations. But what’s the secret to reaching this mindset? Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break it down in this episode of Expert Insights.

Financial institutions can have superior messaging and a clear purpose, but to truly accelerate, they must ensure the right steps are being taken to communicate their message across all touch points with customers and potential customers. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what it means to put action behind your purpose and deliver a consistent experience that builds loyalty.

In a year unlike any other, financial institutions have been forced to innovate and take a new approach with their customer relationships. Financial institutions are being grouped into 1 of 2 categories: reactive vs. proactive. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down how to make the most out of 2020 and position your brand for success today – and well into the future.

Customer loyalty has taken on a new meaning and become more important as the industry evolves and financial institutions uncover the true value of lifetime loyalty. In turn, financial institutions must take a closer look at their loyalty strategy starting with the very first interaction with a customer – and throughout the entire lifecycle. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard outline key steps to map out the customer journey and increase loyalty.

Misaligned sales and marketing weighs heavy on the success of financial services organizations. Aligning these two areas to deliver a singular customer journey with consistent messaging is pivotal to any growing brand. Total Expert Founder & CEO Joe Welu and Chief Customer Sue Woodard discuss the impact of orchestrating the communication between these two teams.

Customer experience is comprised of every touchpoint and interaction consumers have with your brand. From email to social to your website and beyond, every interaction plays a key role in how consumers view your brand. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down the challenges many financial brands face when it comes to customer experience, and how to overcome them to turn your perception into reality.

While the market has started to make a comeback, many consumers are still experiencing financial hardship. Now more than ever, it's critical to express empathy in every communication and understand where you customer is in their stage of life. Joe Welu and Sue Woodard discuss how to operationalize empathy, and do so at scale.

Financial brands have been forced to adapt and innovate using digital technology to continue serving their customers without in-person interactions. Joe Welu and Sue Woodard discuss the necessity of quickly innovating to maintain trust and build loyalty with your customers.

Recent months have created a lot of "forced prioritization" for businesses. Joe Welu and Sue Woodard discuss the importance of analyzing and optimizing the efficiencies businesses had going into quarantine and those they developed to carry them forward for the best ROI.