Financial and Insurance Services en The Cost of Not Moving Fast Enough <span>The Cost of Not Moving Fast Enough</span> <div class="field field--name-field-images field--type-image field--label-hidden field__items"> <div class="field__item"> <img src="/sites/default/files/2020-12/mpx-online-banking-text-payment.png" width="1170" height="658" alt="mpx text payments portals" /> </div> </div> <span><span>Tim Cole</span></span> <span>Wed, 08/28/2019 - 06:41</span> <div class="field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>In our everyday lives, when placing an order online, we expect acknowledgement right away. When paying a bill online, we expect immediate confirmation along with an updated account balance. When parking on the street and feeding a parking meter or ticket system in many towns now, you can provide your cell number and receive a text reminder 15 minutes before your time expires. Can your members and non-members alike pay their loans with you online? Can they self-serve to activate and change their autopay settings? Do they have the option to securely pay by text?</p> <p>Offering text-to-pay puts your members in control, and that is a big win for you. More on that later. We as consumers are being exposed to ease and convenience everywhere we turn. Our patience for mediocrity is waning. In fact, our current definition of mediocrity, was once considered leading edge.</p> <p>As individual doers and leaders, we often have more on our plate than feels realistic. We want to excel and propel our organizations forward. We also want to calm a racing mind, find some peace at the end of each day, and have the energy to fulfill our non-work obligations and interests. How do we decide what enhancements to provide and when? How do they fit into the credit union's project schedule that is already committed for the next 12 to 18 months?</p> <p>Let's go back to why does any of this matter. Credit Union loyalty and growth are now earned by the least amount of energy expended to get things done. The more transactions that members can complete off hours on their terms, the better. Also, many no longer like to expend energy on a phone call, but when they do have to call, if your team recognizes them, and gets them on their way with competence and quick resolution, you'll earn their loyalty and a positive word to their neighbor.</p> <p>Move forward, keep progressing with added ease and convenience, or risk losing members to those who do.</p> <p>Realistically, you cannot do it all. Doing nothing or moving too slow will ensure member attrition however. In the book <a href="" target="_blank"><i>Radical Candor</i> by Kim Scott</a>, a reprint from Harvard Business Review describes Google's approach to innovation:<br /> A culture that captures thousands of “small” innovations can create benefits for customers that are impossible for competitors to imitate. One big idea is pretty easy to copy, but thousands of tweaks are impossible to see from the outside, let alone imitate.</p> <p>We encourage you to bring to life at least one ease and simplicity innovation annually or better yet, every six months. Then promote and market these new conveniences, to propel your credit union's growth. Here are two relatively easy member enhancements our credit union customers are adopting right now:</p> <ol> <li><strong>Loan payment portal</strong> that makes it just as easy for deposit and non-deposit members to make mobile payments. Adding extra principal is equally easy, as is activating or changing autopay preferences.</li> <li><strong>Text-to-pay</strong> is fast surpassing autopay as the preferred automated payment method for loan customers. When their payment is due they receive a text with payment details, and are given the option to securely pay immediately by text. Consumers really appreciate being in control, and companies/credit unions are receiving payment nearly 7 days faster than usual.</li> </ol> <p> </p> <p>Stay highly attuned to your members. They are being exposed to ease and convenience enhancements regularly in all parts of their lives. Give them the same, deepen your credit union loyalty and earn word of mouth growth by periodically bringing fresh enhancements to make transactions easier for them. Surround yourself with internal leaders who get it, and in the midst of the frenetic work pace we all face, they still manage to get important things done. Surround yourself with vendors who get it as well and bring real value to you, to your members, and to your internal support team.</p> <p>You don't have to do it all. However, there is tremendous market share to be rewarded to those who do it right.</p> <p>Here at MPX, we would be happy to team up with you.</p> </div> <div class="field-name-field-category"> <a href="/blog-categories/financial-and-insurance-services" hreflang="und">Financial and Insurance Services</a> </div> Wed, 28 Aug 2019 03:41:18 +0000 Tim Cole 150 at How Credit Unions Can Acquire Millennial Customers <span>How Credit Unions Can Acquire Millennial Customers</span> <div class="field field--name-field-images field--type-image field--label-hidden field__items"> <div class="field__item"> <img src="/sites/default/files/2020-12/mpx-millennial-customers.jpg" width="1170" height="658" alt="millennial customers" /> </div> </div> <span><span>Tim Cole</span></span> <span>Mon, 08/19/2019 - 06:42</span> <div class="field field--name-body field--type-text-with-summary field--label-hidden field__item"><h4>INTRO FROM A MILLENNIAL</h4> <p>I am writing this post as my Roomba rumbles past my desk chair, automatically cleaning the floor, sensing obstacles and dynamically re-routing itself. Amazon and others are serving up digital ads via my browser, and some of the products they are offering look promising. A notification from my mobile banking app shoots across the screen to tell me a purchase larger than a threshold I have set has been attempted.</p> <p>My life is increasingly digital, and I embrace the efficiencies offered by this new digital World. Technology facilitates so many aspects of my life that I have come to expect digital services rather than want them. If a company isn’t digitally integrated, I am not using their products. For example, my doctor pushed out test results from a recent physical via an interactive web portal. This allows me to access the information when I need it. If this doctor didn’t provide this service, would I still be with the practice, no probably not. I am sure a friend or colleague would mention their ease of use with their provider, and I would search for one with the same services.</p> <p>My wife and I are both in our early 30’s, work hard for our capital and want it to be accessible. Countless articles have been written on how our generation, the Millennial Generation, values experiences vs products, and banking is no different. The products should complement and deliver to an overall experience, not the other way around.</p> <p>Credit Unions have a tremendous opportunity to win millennial customers over from traditional banks through the design and development of easy to use and effective digital services. I expect the same ease of use from my financial institution as I do with my smart vacuum cleaner. <a href="" target="_blank">According to a poll from Gallup</a>, millennials are 2.5 times more likely than Baby Boomers and 1.5 times more likely than Gen Xers to switch banks. This poll reflects my sentiment, as I am willing to switch brands if I know there are more digitally tuned services to make my life easier.</p> <p>Why should Credit Unions be targeting millennials? Not only do they present an opportunity to build lasting relationships, but <a href="" target="_blank">millennials are the largest generation in the U.S. labor force according to the Pew Research Center</a>.</p> <p>The rest of this post is not going to be a review of what millennials might think or do but will instead focus on a recent banking switch I was forced to make due to relocation.</p> <h4>WHY CREDIT UNION DIGITAL TRANSFORMATION MATTERS | A PERSONAL STORY</h4> <p>I moved from Denver, CO to Portland, ME recently. Not only was this move large in terms of mileage, but I was forced to reexamine a number of different subscriptions and brands I had become accustomed to in the West that were not present in the Northeast. I had purchased a car while living in Colorado and had my auto loan serviced by a local Credit Union. Refinancing had crossed my mind, and the move facilitated me to take action. Additionally, my wife and I were considering our first home purchase and knew we wanted to explore mortgage servicing via the same Credit Union. I was and am currently very satisfied with my JPMorgan Chase checking and savings account, a point I will explore later, but my wife was unsatisfied with her primary Bank of America account, and wanted to switch primary servicers.</p> <p>To recap, we were in the market for two auto loans, a home loan, a joint savings, and a primary checking/savings account. These accounts are incredibly important to our lives, and we began the process of exploring Credit Unions in our area. If Chase had physical branches in my area, I probably would have pushed their services harder. My wife really wanted to establish a relationship with a Credit Union where we could go in-person if need be. We both had positive relationships and received great interest rates in the past from Credit Unions and wanted our business to stay there despite my proclivity to stay with Chase. With multiple Credit Unions in our area, our selection process would come down to a few deciding factors.</p> <h4>DECISION CRITERIA #1 FOR SELECTING A CREDIT UNION | MOBILE &amp; DIGITAL BANKING</h4> <p>After reading the first paragraph in this post, you might have picked up on a theme, digital services matter in our lives and are no longer nice-to-haves. An easy to use mobile application and website were required for us to even consider Credit Union candidates. A few of the Credit Unions in our area did not have a mobile app, and they were immediately crossed off the list. After conferring with friends and colleagues, internet research and spending time on corporate websites, we began to rank Credit Unions based on their online/mobile services.</p> <p>This ranked list served as our road-map for onsite visits. Thinking about this recent experience led me to examine how brand loyal I am. The closest Chase branch is almost 178 miles away from me. If I want to go to a Chase ATM, I have to travel 111 miles, yet I highly doubt I will move my primary accounts from them. On the rare occasions I need cash, I pay the extra servicing fee. If I need to interact with the bank, chatting, emailing or phoning their customer service department works for me. Why does this work for me? Chase has offered me exceptional customer service throughout my nine years with the bank and meets my needs with practical digital services. If I want to move money from checking to savings, it takes 30 seconds and 3 clicks. If I want to add extra principal to a collegiate student loan serviced via Chase, I can automatically calculate how this will affect my principal/interest balances via 2 or 3 clicks.</p> <p>Chase is one of the largest banks in the world and has billion-dollar divisions focused on mobile &amp; digital banking. I understand the resources Chase has access to and would not expect the same feel from a local Credit Union, but I do expect the same accessibility, ease of use and a digital platform.</p> <h4>DECISION CRITERIA #2 FOR CREDIT UNION SELECTION | ONLINE LOAN PORTAL</h4> <p>A number of our accounts were loans and loan-servicing was our next most important selection criteria. Remember all of those digital distractions I highlighted above? Making direct payments for our mortgage and auto-loans are not top of mind. Who wants to think about outgoing payments when Amazon is sending you ads for a new Flat Screen TV or deck furniture set? We certainly don’t! Most Credit Unions and financial institutions offer automatic payments, but few differentiated themselves with an intuitive online loan payment portal.</p> <p>Narrowing down our list of digitally strong Credit Unions was made easier after examining their loan portals. Institutions who offered services like text-to-pay, mobile pay, extra principal calculations/payment and an easy to use portal narrowed down our candidates significantly. It was surprising to us how many Credit Unions fell short on these services, and really made the institutions who had these offerings stand out amongst the crowd. <a href="" target="_blank">Warning, shameless plug approaching; Credit Unions should take advantage of these loan portal opportunities, and a partner such as MPX can help.</a></p> <h4>DECISION CRITERIA #3 | BRANDING &amp; EXPERIENCE</h4> <p>After cutting down our pool from 11 to 2 Credit Union candidates, our final selection criteria came down to two, less concrete aspects of a financial relationship. Both branding and experience are very important aspects of any customer relationship, yet the hardest to measure and even harder to get right. Meeting with the final two Credit Unions, one stood out way more than the other.</p> <p>The winning Credit Union delivered us a summary of our meeting, more information on their mobile app, a guide to using their website, loan portal information all in a clean, visually appealing folder. Our banking manager followed up via email, offering to answer any questions, walk us through their digital assets, and invited us to a webinar. The other credit union stapled a number of these same papers together, handed them off and never followed up again. There is certainly a line on following up with prospects, but this personal touch made us feel important, and the professionalism of the documentation really made quite the impression on us. <a href="" target="_blank">Branding and communications are definitely a huge opportunity for Credit Unions to win new millennial customers and should not be overlooked in the acquisition equation.</a></p> <h4>WRAPPING UP</h4> <p>Credit unions who view digital transformation as an asset instead of a headache are positioned to win millennial customers. In our journey of selecting a new financial institution, we valued firms who focused on efficient and effective digital services. Credit unions who lagged in those services were not even considered. <a href="" target="_blank">The battle for Generation Z is fast approaching</a> and if you think millennials are digitally driven, just wait. Don’t waste opportunities to win customers like my family. We are the early stages of our life, and as we grow, so will our relationship with our Credit Union.</p> <p> </p> <p><strong>About MPX &gt;</strong> MPX is immersed with credit unions and four other related industry segments. The industries they serve are all witnessing end-customer behavior that is dramatically different than 5 years ago, even 5 months ago. The former and new generation of consumers and commercial customers have different expectations, yet both populations expect you to remain relevant, and always available on their terms. The daily interactions you deliver are the currency for earning loyalty and growth. MPX delivers those interactions through digital and paper communications… mobile, portals, statements, and more. They use advanced technology, but more importantly recognize and solve business problems with like-minded leaders seeking forward progress and success.</p> </div> <div class="field-name-field-category"> <a href="/blog-categories/financial-and-insurance-services" hreflang="und">Financial and Insurance Services</a> </div> Mon, 19 Aug 2019 03:42:58 +0000 Tim Cole 151 at Increasing Member Tenure via Integrated Marketing Communications - Digital Banking Innovation <span>Increasing Member Tenure via Integrated Marketing Communications - Digital Banking Innovation</span> <div class="field field--name-field-images field--type-image field--label-hidden field__items"> <div class="field__item"> <img src="/sites/default/files/2020-12/mpx-credit-union-success.jpg" width="1170" height="658" alt="credit union success plan" /> </div> </div> <span><span>Tim Cole</span></span> <span>Tue, 04/16/2019 - 06:43</span> <div class="field field--name-body field--type-text-with-summary field--label-hidden field__item"><h4>CAPITALIZING ON THE CROSS-SELL PROMISE WITH DIGITAL BANKING INNOVATION</h4> <p>Virtually every credit union has new customer acquisition as a top priority, but generating a new account is only the beginning. To achieve near-term profitability and long-term relationships, the new customer must become fully engaged. This engagement is typically not achieved in a day, week or month. It is the foundation of a relationship that includes, trust, dialogue, incremental growth in services, and a growth in share of wallet if done correctly. The alternative to focusing on building customer engagement is a relationship that does not meet its full potential or losing that customer to a competitor.</p> <p>It is no secret member loyalty defined by tenure grows 50% when 3 or more services are held in a portfolio. Credit Unions have a tremendous opportunity to compete more directly with banks and add some disaffected bank or competitor customers to their membership rosters.</p> <p>Today’s credit unions are serving up more of what consumers expect from a larger bank, including access to their account online, and their auto, business, and student loans. With economic constraints limiting branch growth, credit unions have embraced e-banking as a critical growth driver.</p> <p><a href="" target="_blank">In a January 2019 survey by the Financial Brand</a>, financial industry experts believe the top priority for credit unions to remain competitive is improving the consumer experience. Throughout this blog series we have highlighted the importance of providing customer experiences worthy of repeat business and have provided solutions where MPX can help. In this third installment, MPX will focus on how credit unions can increase tenure by effectively using statement and related notifications.</p> <p> </p> <p>Wouldn’t it be nice to inspire an auto loan customer to get a mortgage with you as well? The added interest is valuable, but they are one step closer to increasing tenure, driving up customer profitability, and boosting bottom line growth.</p> <h4>CUSTOMERS ARE SPREADING OUT THEIR FINANCIAL PORTFOLIO</h4> <p>In the age of digital banking innovation, fragmented financial relationships are on the rise. Consumers have the same amount of money and loans as they always have, but they are spreading them across more banks and credit unions. Just a few years ago, a consumer looked to a provider for their deposit accounts, mortgage and auto loan. Today a customer might have a checking and savings account with one institution, but look elsewhere for a mortgage, and even to a third provider for an auto loan.</p> <p>Most consumers can access digital banking solutions from a variety of providers and are doing so more and more frequently via their smartphones. How can you stay relevant and top of mind with today’s bombarded consumer? By delivering a great experience, and making them aware of other relevant services.</p> <p>As stated in our previous posts, financial institutions have a tremendous opportunity to create competitive advantage with <a href="" target="_blank">online loan payment sites</a> or to <a href="" target="_blank">increase customer loyalty by improving their services with text-to-pay</a>.</p> <p>There is another opportunity for credit unions to influence their customers, and it lies in the marketing an institution can incorporate into statements. Financial firms spend a lot of time and energy trying to anticipate life events that trigger a financial need, such as buying a new home or having a baby. In reality, these life events aren’t the kind of buying signal you can consistently expect to see, accounting for only one-quarter of financial product purchases according to a <a href="" target="_blank">study done by Gartner</a>.</p> <h4>CUSTOMERS EXPECT BANKS TO PROVIDE THEM WITH TARGETED OFFERS</h4> <p>A <a href="" target="_blank">North American Consumer Digital Bank Survey by Accenture</a> reported that nearly 2/3 of customers want their banks to use personal information, such as mortgage, credit card and student loan data to present them with suitable solutions. Customers expect to be professionally and respectfully served with specialized products and offers.</p> <p>Cross-sell and up-sell opportunities might be one of the most important aspects of providing a strong experience as members expect it. Access to data allows credit unions to tap into insights about their customer. If credit unions aren’t proactively communicating to their customer about a new product or service, another credit union is.</p> <p>Marketers should be enabled with the forum, segmenting data, and technology to facilitate these up-sell and cross-sell opportunities. Yet many institutions are not taking full advantage of their customer communication opportunities.</p> <h4>FULL-WINDOW ENVELOPE AND THE MPX DIGITAL BANKING INNOVATION ADVANTAGE</h4> <p>You are already spending money on sending paper and digital statements to your members. MPX can help make these statements highly valued by smartly integrating targeted marketing for both your paper and paperless members.</p> <p>Some of your members are simply throwing away their mailed statement given that they’ve already been online to check their balances and transactions. With the simple but highly effective full window envelope, they will see an appropriately targeted marketing offer aimed at gaining more of their services. For your paperless members receiving digital statements, the email or text notification to inform them that their statement is ready to be viewed can incorporate your integrated marketing communications. Not only are these effective ways to get your message in front of your members, but there is no added postage and no added cost with MPX.</p> <p>More than half of loan customers have no other services with their credit union, making them prime candidates for targeted acquisition and marketing offers. MPX, a leader in digital banking innovation, facilitates seamless integration across all customer-facing notifications.</p> <p> </p> <p>MPX’s solutions allow credit unions to organize and customize the data they push out to customers. The figure above is a perfect example of how MPX’s integrated marketing is professionally included even with paperless notifications.</p> <h4>IMPROVE YOUR CUSTOMER COMMUNICATION STRATEGY</h4> <p>Credit unions must compete with larger national institutions, and these large companies have multi-billion-dollar marketing budgets. How is a smaller institution supposed to compete against these industry behemoths? A tried and true a method is by providing an excellent customer experience and focusing on digital banking innovation. The agility of a smaller firm allows them to respond to customers in a faster, more personalized way, yet many report they do not take full advantage of all the channels at their disposal.</p> <p>MPX helps financial institutions provide better consumer experiences because the folks at MPX are consumers too. Streamlining customer communications, including valuable cross-sell language, offering customers 24/7 digital access, and delivering relevant and visually pleasing notifications are all ways credit unions can get a leg up on their competition.</p> </div> <div class="field-name-field-category"> <a href="/blog-categories/financial-and-insurance-services" hreflang="und">Financial and Insurance Services</a> </div> Tue, 16 Apr 2019 03:43:39 +0000 Tim Cole 152 at Retaining Customers with Online Loan Servicing – Digital Banking Strategy <span>Retaining Customers with Online Loan Servicing – Digital Banking Strategy</span> <div class="field field--name-field-images field--type-image field--label-hidden field__items"> <div class="field__item"> <img src="/sites/default/files/2020-12/mpx-online-banking-portal.png" width="1170" height="658" alt="mpx online banking portals" /> </div> </div> <span><span>Tim Cole</span></span> <span>Thu, 03/28/2019 - 06:45</span> <div class="field field--name-body field--type-text-with-summary field--label-hidden field__item"><h4>BANKING CHURN IS REAL</h4> <p>Attrition or inertia. Are you losing or winning? It is harder to know in this era as members are far less visible, opting for self-serve tools, and often using them off hours. A strong digital banking strategy enables credit unions to create acquisition inertia and positive customer retention.</p> <p><a href="" target="_blank">In a recently published Accenture study,</a> over 4,000 surveyed credit union and banking consumers reported that they are laser-focused on the value (or lack thereof) they receive from providers. Incremental updates based on price, products or services is often a cycle competing financial institutions get stuck in, not standing out among the crowd.</p> <p>In that same study it is reported that attrition rates in the banking industry remain close to 11%, and the annual churn rates on new customers are roughly 20-25% in their first year, half of which don’t make it past the first 90 days after opening an account. This is especially alarming due to the rise in acquisition costs, while the customer profitability timeline (1-2 years) has remained the same. It goes without saying, the longer you have a customer, the more profitable that customer becomes.</p> <h4>CHURN ISN’T ALWAYS EASY TO IDENTIFY</h4> <p>With more and more customers turning to mobile banking, it is becoming more difficult to identify customers likely to churn.</p> <p>One way credit unions combat churn is through offering a unique and personalized customer experience with an effective digital banking strategy. Consumers expect the same experience on and off hours, and financial institutions not employing the right digital tools run the risk of losing customers to rival or larger institutions.</p> <h4>MPX AND THEIR ONLINE LOAN PAYMENT PORTAL</h4> <p>MPX is a nationally recognized leader in delivering innovative customer experience solutions in financial services and beyond. We’re immersed in financial services, as well as four other consumer-centric industries. All our clients are facing a new way of competing in quasi-commodity industries where on and off hours experiences are separating the good from the great. Clients rely on MPX to provide innovation and leadership in the changing landscape of customer communications and relationship management. Best practices from each industry ensures fresh, innovation at a constant pace.</p> <p>MPX sees a sizeable digital banking strategy opportunity for credit unions with their Online/Mobile Loan Payment Portal. A surprising number of financial institutions facilitate online loan payments for deposit customers only. Not only are non-deposit loan customers alarmed by the absence of digital payment capabilities, it is a glaring missed opportunity to combat attrition by marketing to a non-deposit loan customer to add other credit union services. If they don’t have the option to make online loan payments, they certainly aren’t likely to deepen their relationship with you.</p> <p>The MPX online loan payment portal makes it easy:</p> <ul> <li><strong>Both deposit and non-deposit customers can pay their loans online, and add extra principal with ease as well.</strong></li> <li><strong>The loan payment portal offers text-to-pay, a modern alternative fast surpassing auto-pay as the preferred automated payment method for loan customers. The member retains control by triggering payment when they receive the text notification that their payment is due.</strong> See <a href="" target="_blank">TEXT-TO-PAY</a> on our previous blog post.</li> </ul> <p> </p> <p>With text-to-pay, credit unions collect their loan payments nearly seven days sooner than historically. This personal, modern communication is how to reverse attrition, earn loyalty and inspire members to spread positive word-of-mouth about the refreshing ease when working with your institution.</p> <h4>MODERN USER EXPERIENCE</h4> <p>The MPX online loan payment portal provides a comprehensive online document presentation and payment portal. Customers can view loan bills, statements and other documents while making one-time payments, scheduling recurring disbursements, enrolling in automatic payments, including the increasingly popular and secure text-to-pay option. The member is in control, they can opt-in for email or text notifications. They can easily authorize additional family member or commercial users to access the same account(s), and/or they can access all their accounts from a single user profile.</p> <p>Not only does our loan payment portal provide world-class access and control, but it offers your credit union the ability to insert smart marketing messaging in an increasingly paperless world. The communication tool allows marketers to present relevant, appropriately targeted, and personalized communications to each member.</p> <p> </p> <h4>KEEP YOUR CUSTOMERS</h4> <p>The online loan payment site is a great way to bolster the relationship you have with your members and is a key part of any digital banking strategy. MPX recognizes that a better experience equates to member loyalty, the need for fewer phone calls, and fewer days outstanding for loan payments.</p> </div> <div class="field-name-field-category"> <a href="/blog-categories/financial-and-insurance-services" hreflang="und">Financial and Insurance Services</a> </div> Thu, 28 Mar 2019 04:45:09 +0000 Tim Cole 153 at