Associated Banc-Corp announced on November 10 that it has received recognition from two industry analysis groups for its customer service and engagement practices.
Associated ranked 11th overall in the Midwest in the 2014 J.D. Power Retail Banking Satisfaction Survey, receiving an overall satisfaction score of 784 (out of 1,000) and outpacing the regional average. Associated performed particularly well in the “channel activity” factor. The Society of Consumer Affairs Professionals in Business (SOCAP International) also provided Associated with high marks, designating the bank’s customer engagement efforts as a “strategic asset,” the highest possible rating.
“We know that taking care of our customers is the most important thing we can provide to the people who bank with Associated,” noted Associated president and CEO Philip B. Flynn. “Despite competing against much larger national banks with operations in the Midwest, we received strong scores for our customer engagement efforts and remain committed to enhancing our position.”
The J.D. Power report indicated that among customers who switched banks during the past 12 months, the most common reason is poor customer service. “It is easy for banks to become complacent,” according to the J.D. Power report. “To stay at the top of their game, banks should focus on those customers who are not satisfied. And consumers should keep in mind they have the opportunity to shop banks to find the right combination of services, products and fees to meet their needs.”
At the core of Associated’s customer engagement efforts are its two call centers, located in Green Bay and Stevens Point, Wis., with a combined 120 customer service providers. Assistance to customers takes place seamlessly and invisibly between the two operations.
“The Associated employees who work in our call centers extend a vast array of services to customers from all of our business lines and from all of our geographies,” Flynn said. “We consider these operations the next generation of contact/service centers. Our efforts are validated by this recognition.”
“We’re driven to provide a robust, high-touch customer service experience to help meet end-to-end banking needs,” said Lorraine Avery, strategic director of bank operations for Associated. Avery noted that Associated’s customer service and contact center operations offer:
- Access 24 hours a day, 365 days a year
- Choice of online, mobile or telephone contact channels
- Services available in more than 200 languages
- Assistance with all consumer or commercial banking needs encompassing any product or service
- Integrated staff flexibility to ensure accessibility during surges in call volumes
The SOCAP International Customer Engagement Framework specifically identified key attributes of Associated’s customer care operations that earned the bank its top rating, including:
- Advanced telephone routing based on geography, customer issue, etc.
- Integration across touch points
- Self-service mobile optimized customer care offering
- Advanced online chat technology
- Social media scanning and reporting
- Social media engagement on branded and non-branded sites
Associated’s strength in the area of customer care, engagement and service is a main impetus behind its new marketing campaign, launching in November 2014. The “Challenge Your Bank” campaign features TV, print, radio and out-of-home executions that encourage consumer and commercial bank customers to challenge the status quo and demand excellent customer service from their banking partners.
For more information about Associated, its call center operations or its new marketing campaign, visit www.associatedbank.com.