For small-business owners, banking is not just a series of transactions but also a pivotal part of their long-term business strategy and growth. They seek a banking partner that understands the intricacies of their business and can provide not only products and payments services but also guidance and support. This level of service requires a deep understanding of each business’s particular needs, combining data-driven insights with human empathy to deliver solutions that resonate on a personal level.
In this report, Javelin delves into four key opportunities for FIs to enhance the human-to-human connection and build a more personalized and effective customer service experience for their small-business customers.
Key questions discussed in this report:
- How are the customer service preferences of small-business owners evolving?
- What are the factors behind small-business owners’ persistent inclination to reach out for human interaction at their banks?
- How can financial institutions employ a smart combination of digital banking and human outreach to satisfy the needs of small-business owners and keep their trust?
Learn More About This Report & Javelin
Over the past five years, Javelin Strategy & Research has persistently raised the alarm about the escalating influence of three dominant fintech platforms—Intuit, Block, and PayPal...
Small FIs don’t have the resources to compete with the largest banks in developing mobile banking features. Instead, community banks and credit unions outside the top 20 must count...
The PFM space has always been FIs’ game to lose. However, the longstanding success of the app Mint and the reaction to its demise underscore that an opportunity for FIs to win rema...