8 JUL 2020 · Customer loyalty has taken on a new meaning and become more important as the industry evolves and financial institutions uncover the true value of lifetime loyalty. In turn, financial institutions must take a closer look at their loyalty strategy starting with the very first interaction with a customer and throughout the entire lifecycle. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard outline key steps to map out the customer journey and increase loyalty.

29 JUN 2020 · Misaligned sales and marketing weighs heavy on the success of financial services organizations. Aligning these two areas to deliver a singular customer journey with consistent messaging is pivotal to any growing brand. Total Expert Founder & CEO Joe Welu and Chief Customer Sue Woodard discuss the impact of orchestrating the communication between these two teams.

12 JUN 2020 · While the market has started to make a comeback, many consumers are still experiencing financial hardship. Now more than ever, it's critical to express empathy in every communication and understand where you customer is in their stage of life. Joe Welu and Sue Woodard discuss how to operationalize empathy, and do so at scale.

11 JUN 2020 · Financial brands have been forced to adapt and innovate using digital technology to continue serving their customers without in-person interactions. Joe Welu and Sue Woodard discuss the necessity of quickly innovating to maintain trust and build loyalty with your customers.

2 JUN 2020 · Recent months have created a lot of "forced prioritization" for businesses. Joe Welu and Sue Woodard discuss the importance of analyzing and optimizing the efficiencies businesses had going into quarantine and those they developed to carry them forward for the best ROI.

26 MAY 2020 · The "new normal" hasn't come fully into focus; but the best-run financial brands know that taking care of customers and deepening relationships is more important than ever. Joe Welu and Sue Woodard explain how to look beyond basic acquisition and retention to move your customers and your organization to the next level.

19 MAY 2020 · Humans and technology have been forced together like never before this year. Joe Welu and Sue Woodard discuss how work and lives have intermingled as a result of quarantine, creating a whole new intimacy among colleagues and customers. Find out how what to take forward from a time when we've learned more about each other while being apart.

12 MAY 2020 · Forget selling: The best run financial brands start building customers for life by building trust. Joe Welu and Sue Woodard explain why it's important inform, educate and engage - not try to sell - in today's complex and changing financial landscape.

7 MAY 2020 · Customer experience is very different from customer engagement. Joe Welu and Sue Woodard discuss how focusing on - and achieving - great engagement is a win-win for companies and customers - and sets you apart from your competition.

5 MAY 2020 · The idea that chaos and destruction presents opportunity has proven true in the quarantine of 2020. Joe Welu and Sue Woodard discuss how top companies and professionals are are pushing the limits to find out what's possible - when it's a must.