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Customer Engagement in the Digital Age - Yeah, It's a Challenge...

Customer Engagement

Customer Engagement in the Digital Age - Yeah, It's a Challenge...

Eric Cook by Eric Cook

Chief Digital Strategist

Contact author Full biography

Full biography

Eric considers himself a “recovering banker” of 15 years, who for the past eleven years has focused his efforts as a digital strategist, helping his clients (mostly community banks) better understand and leverage the power of the Internet as a strategic business tool. An award-winning web designer with WSI, the world’s largest digital agency network, Eric is a two-time contributing author to the best-selling book Digital Minds – 12 Things Every Business Needs to Know About Digital Marketing. Consistently rated in the top five digital marketing books on Amazon, the book is in its second edition and available in three languages.

A sought-after, nationally-recognized speaker in the financial services industry, Eric is a member of the National Speakers Association and loves sharing his knowledge to help educate and inspire others. He is the co-creator of a weekly webinar show called Free Webinar Wednesdays, founder of the Banker Education Series webinar series, and serves as a faculty member at several banking schools around the country where he teaches bankers about digital strategy, online marketing and social media. He is a WSI Certified LinkedIn Professional and holds undergraduate degrees in business administration and psychology. While working full-time as a community banker, Eric earned his MBA and completed the three-year Graduate School of Banking program in Madison, WI in 2003.

Professionally, Eric helps his clients in all areas of digital marketing, which includes mobile-responsive web development, search engine marketing and optimization, social media strategies, e-mail communication, and “big-picture” digital strategic planning. He’s the co-founder of DigitalRCP.com, a service created to help businesses understand their risk when it comes to operating in today’s digital world. When he’s not helping his clients succeed online, he can typically be found on one of his many bicycles training for his next mountain bike/triathlon race or spending time with his wife and two (very spoiled) golden retrievers.

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Summary:

I have the privilege of speaking with community bankers from all around the country while "out and about" speaking at events and conferences. It's no surprise that my typical topics of conversation revolve around social networking, online strategy and the "next gen" of today's customer. 

 As with society in general, the community bank customer is spending more time interacting with their banks via technology than in person, thanks to the conveniences of online banking, mobile apps, bill payment, cash management, etc. While this certainly creates convenience for the customer (and cost savings for the banks), a digital strategy is not without it's downsides - namely customer engagement.

Where Did the Customers Go?

They're still there, but banks need to be prepared to go "digital" and connect - which is something that may not be a very comfortable experience. Just a few years ago, bank lobbies were full of customers coming in to transact their business, whether it that meant cashing a check, making a deposit or getting cash for their business. We could walk up, start a conversation and get that valuable "face time" to help connect with the customer. However, now that we have technology to take care of most, if not all, of the typical in-office transaction needs, fewer customers are coming into the office and we need to figure out a different way to create the "face time" to stay top of mind.

BES Webinar: Learn Some Digital Engagement Ideas

If you'd like to learn more about ways to engage with the digital customer and put technology to work for your organization, join me October 29th at 3 pm Eastern when I welcome Joel Abramson, Director of Banks with Larky, for Episode 7 of my Banker Education Series webinars. We'll talk about ways that community bankers can put new technology and online solutions to work for them and re-connect with that mysterious animal known as the customer.

Register Today! »

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