Guiding small businesses through a digital process to uncover their needs is step one. Step two is to fulfill their demands by recommending the right set of services at the time of digital interaction. Now more then ever, small business customers have higher expectations for each touch point with their financial institutions. It is no longer enough to improve product quality; banks must also offer a seamless and intuitive digital journey. So much has changed over the last 18 months for the vast majority of small businesses, it is critical for banks to understand small business owners’ needs and fulfill their demands.
“Banks need to focus on better integrating high-touch resources with innovative digital tools to meet the demands of small businesses.” –Bob Neuhaus, Vice President, Financial Services at J.D. Powerer Survey
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