American Express’ Post

Bravo, credit unions, bravo! A stellar year toward closing the CX gap! Let your good CX data lead you and then act - fearlessly and fiercely. Here’s to winning the CX battle in 2024 and beyond! #nps #CXO #memberexperience

Explore the benefits of Merchant Consumer Financing in our latest blog. Learn how offering flexible payment options with LendingUSA can boost sales and foster customer loyalty. Partner with us for industry expertise, customized solutions, and a streamlined process. Read more and request a free demo today! #LendingUSAFinancing

We examine the potential impacts from the ACCC deposits inquiry and what banks should start to consider : 1. Emphasizing customer engagement  2. Creating innovative deposit offerings to attract new customers  3. Promoting ethical practices for increased customer retention 

CU Today reporting on a narrowing of the satisfaction gap for CUs and banks as measured by the American Customer Satisfaction Index. I’m concerned, however, that this narrowing is not attributed to CUs’ gains in digital experience—rather a return to in-person activity post-COVID and the satisfaction associated with those personal interactions.

From ordering a pizza to ordering a rideshare, consumers expect personalized experiences. Our most recent blog post explores opportunities for improvements that can help lenders increase on-time payments, improve customer retention and gain a competitive advantage by focusing on offering personalized payment experiences. https://hubs.ly/Q02Km8RX0 #cx #payments #fintech

If your mobile money collections success rate is 80%, and you improve that to 85% you've done more than improve the success rate by 5%. You've reduced your failure rate by 25%. You've reduced the number of payment status investigations by 25% Decreased the customer support queries / tickets by 25%. Improved the customer experience. (Not really measurable in the same way but lets say by 25%). If your payout success rate is 98% and you move it to 99%, that's a 50% reduction. #MobileMoney

Credit Cards - Quick two minute read on competition for wallet share among credit card programs. "The Report shows that even after obtaining a customer, issuers must compete vigorously to keep the customer’s business." https://lnkd.in/dbQTcAGS #loyaltyprograms #creditcards #cobrand #bankinginnovation

Exciting to see that banks are moving away from "junk fees" and replacing the revenue with valuable services! What a great way to build customer loyalty.

What led Fairstone Bank, a leading consumer lending group, to a 228% increase in the amount collected through our collections platform? Let’s start with why they chose to implement Lexop. ⤵ Fairstone faced a timely challenge in adapting to changing consumer preferences and reducing delinquencies. 📈 ⇢ In response to these challenges, they wanted a modern, efficient, and less intrusive solution to streamline the collections process for their internal teams and customers. They chose our software for a few important reasons: 1️⃣ Digital Communication Channels 2️⃣ Self-Service Payment Process 3️⃣ Offer a Positive Customer Experience When you combine these three things, you can expect an increase in engagement and payment success, operational efficiency, and a business case to expand into new lending areas - just like Fairstone experienced. “Once they get that email with the payment link, it’s so convenient that they pay faster. And by paying faster, it removes accounts that our agents need to call or spend time on, and they can focus on the accounts that need our help”. - Jahed Jahed, Vice President of Collections To read the entire case study, click here ⇢ https://lnkd.in/eCpfp9dE

It's Testimonial Tuesday! We take pride in delivering outstanding customer service and bringing our extensive experience in the specialist lending market to the forefront 🏆⭐ #mortgagebroker #mortgagespecialist #specialistlending #feedback #review #happyclient #testimonial #customerreview #mortgagebrokers #customerservice #loanpartners #experts #testimonialtuesday