“We all had to rally around the customer,” Kate Danella shared. “I felt like we all became front-line workers, not from a medical perspective, but from an economic perspective, in a single moment.”
Before that moment, Regions Bank was already focused on further enhancing the customer experience.
But in that moment, the customer focus accelerated – beyond all expectations.
“The customer had real, immediate and urgent needs,” Danella described. “That created a great deal of purpose and reality around the notion of organizing around the customer.”
Danella, the Chief Strategy and Client Experience Officer for Regions, wasn’t talking about just one customer. She was talking about millions. People. Families. Small businesses. Major employers.
Everyone was thrust into the unknowns of a global pandemic. And Danella, along with thousands of Regions colleagues, came together to quickly identify ways to address emerging financial needs, identify upcoming needs, and connect clients with clarity, reassurance, and resources to get them through the days, weeks, and months that followed.
Danella recounted the early days of the pandemic during a recent Bloomberg Live virtual discussion with customer experience professionals from across the banking industry. The customer-first focus that accelerated in March 2020 is still building momentum. And it won’t stop.
“Customers are looking for authenticity, when we talk about customer experience and convenience and so forth, what we’re really talking about is providing customers with an authentic experience that shows them that their needs are being met by people who really care about them,” Danella added.
At Regions, that means innovations ranging from more modern digital options to updated branches that are built to place a greater premium on personalized services. It also means helping customers make informed financial decisions by empowering consumers with more information about how their accounts work, and sharing information that builds a stronger bond of trust between the customer and the bank.
To learn more, watch the full discussion through the Bloomberg Live YouTube channel at this link.
“At Regions, our associates know that our leadership truly values, supports, empowers, and believes in a superior customer experience,” Danella told the Bloomberg panel. “There can’t be any ambiguity surrounding that.”
