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The reality is that banks don’t think from the customer’s perspective enough. The customer experience is horrible for many bank processes. Bankers often think from the bank’s perspective or from the regulator’s perspective. Not understanding your customer can lead to a brand and products misaligned with the customer’s needs resulting in an erosion of a…

Competition is intense, and every bank is looking for a competitive advantage. Better products, faster service, or insightful advice can translate into additional loans, better credit spreads, or extra fee income. Sometimes just a graphics tool can help a banker win more loan business. At SouthState, our commercial lending teams use an online proposal generator,…

If your bank truly wants to be known for service, the very first step is to get your problem resolution process right. When it comes to problem resolution, the two metrics that matter the most are the number of interactions required to solve the problem and the time it takes to solve the problem. The…

This week on How Community Banks Are Offering Financial Advice to Their Clients at Scale with Evan Siegel we sit down with Evan Siegel from eGain to discuss how community banks are using AI technology to offer their customers financial advice at scale. Download our loan pricing series here: https://southstatecorrespondent.com/loanpricing/ The views, information, or opinions…

The most common question we hear from borrowers is, “Should I refinance my debt?”  This can be a difficult question for lenders to answer, but as a trusted advisor, every lender should understand the strategy, and the process to answer that question for every client.  We will address the knowledge that commercial lenders must have…

This week, Erik and Caleb discuss the 3 common mistakes they see banks making in their marketing… and what to do about it!