Digiday Publishing Summit:

Connect with execs from The New York Times, TIME, Dotdash Meredith and many more

SECURE YOUR SEAT

Send flowers: How banks are wooing customers with personal gifts

Talking to a bank customer service representative is something many customers dread — except when they help chip in for your broken bike, host your wedding or send flowers after a break up. Banks are increasingly trying to forge a human connection with customers through what they call a “surprise and delight” customer experience strategy. This means empowering customer service agents to go the extra mile to make a connection with the customer. Analysts say it’s a tactic to acquire and keep customers in a context where banks need to compete more aggressively for customers.

Read the full story on tearsheet.co

(Photo courtesy of Umpqua Bank)

https://digiday.com/?p=246497

More in Marketing

Illustration of a social media post with hearts, showing a chat bubble with a dollar sign, purse, and shoe, representing how creators use automated marketing tools to monetize content.

In Graphic Detail: Inside the state of the creator economy industrial complex

The creator economy might have started out as an alternative to traditional media, but is becoming more and more like it as it professionalizes.

Shopify has quietly set boundaries for ‘buy-for-me’ AI bots on merchant sites

The change comes at a time when major retailers like Amazon and Walmart are leaning into agentic AI.

WTF is ‘Google Zero’?

The era of “Google Zero” — industry shorthand for a world where Google keeps users inside its own walls — is here.