Client retention

One in five Americans started banking with a new financial institution while dealing with economic hardships over the past year. But data suggests the relationships are tenuous and competition for customer loyalty will intensify.

Challenger banks promote the concept of empathy in banking, which sometimes means forgoing revenue to build up customer goodwill.

When a tweet drew backlash from customers and politicians on Monday, it brought into question how banks should couch their messages on social media.

The cold, hard truth of bank mergers is that rivals often steal top producers and convince customers the bigger bank won’t care about them anymore. The CEOs of the merging banks explain their retention efforts.

Some credit unions are embracing technology that makes it easier for consumers to start the notoriously difficult process of changing financial institutions.

OceanFirst in New Jersey shuttered more than a third of its branches but says nearly all the customers stuck with the bank because it trained employees to show customers how to go digital.

Community bankers take pride in their personal touch with customers, but they must extend it to mobile platforms. A good start is creating digital hubs that let customers view their full financial picture in one place, a chief technology officer says.

The makings of a true destination RIA

Advisors and clients would benefit acknowledging what's really driving financial decisions.

Advisors often fail to truly understand their clients' most vital goals, an advisor says at the InVest Conference.