Why Empathy Matters in Digital Banking

In the financial services industry, we suffer from decades of rightly and wrongly constructed stereotypes:

• Every banker is rich

• We are focused on getting richer off the backs of our customers

• We all rock monocles and puff on cigars with flair! 😝

  
  

CREDIT: DISNEY

Today, we counter those stereotypes with bank branding and a compassionate corporate culture. Our frontline bankers are trained to support the brand pillars - show we care, know the customer's name, provide coffee….

But in all candor, we KNOW the “branch” our customers interact with constantly is our Online Banking Platform. So, how much time have you put into building THAT experience? Is it just brand colors and a logo? If the answer is “yes”, and from what I’ve seen it’s a resounding “yes”, then it’s time to rollup our sleeves fellow cigar smokers. We got work to do!!!!

Join me next week as we discuss EMPATHY MAPPING as a tactic to infuse empathy into our digital experiences. Same bat time, same bat channel!

The opinions and/or content of this site is straight from Mary’s brilliant mind😂… not my Mommy’s or Daddy’s, or any past, present or future employer. So enjoy and share, but give me a little credit! 😊

And please leave a review! I would truly love your feedback as I start this journey.