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Customer-facing employees may rely on incomplete information, Jim Marous notes

Customer-facing employees may rely on incomplete information, Jim Marous notes
Employees may miss customer deposit trends

Many organizations have systems that track customer deposit trends, but the employees interacting directly with customers may not have access to the same information. Jim Marous, publisher at The Financial Brand, raised this point, noting that employees are responsible for growing those customer relationships even when they may lack vital data about recent account activity.

Marous has previously highlighted how banks have moved digital platforms from support functions to central roles in customer transactions, according to a prior report. In separate coverage, he reported that only 9% of financial marketers are very confident in their return on investment and that 43% do not measure customer lifetime value, as noted in another article. These findings reflect ongoing challenges for financial institutions seeking to improve customer engagement and data usage.

This material may contain third-party opinions, none of the data and information on this webpage constitutes investment advice according to our Disclaimer. While we adhere to strict Editorial Integrity, this post may contain references to products from our partners.

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