As more banks make their offerings more digital, it’s not always a given that their customers will make the switch, too. While new digital options like mobile apps, web chat, and online banking can largely make customers’ banking more convenient, old habits of driving to a branch or calling customer service die hard.
Customer turnover is a real worry in the banking world, and, after 90 days, it’s common for many customers to just leave. We didn’t want Academy Bank’s customers to do that, so we thought up some ways to improve their experience and help them get more out of banking. Our first idea was to give out free money, but evidently that wasn’t in budget, so plan B it was.
Armed Forces Bank is a full-service bank that serves military members across the world, the majority of which are new recruits who never walk into a branch and have little experience with handling finances. This and the fact they are gone for 8 to 12 weeks for basic training makes onboarding these customers especially tricky, which is why Armed Forces Bank approached us to help develop an onboarding and financial literacy campaign to turn these recruits into lasting customers who can start their financial lives on the right foot.
