Competitive Analysis With SEMRush and Summit Community Bank

  Summit Community Bank is a nearly $4 billion regional community bank. It provides banking, lending, and trust and wealth management services at 44 banking locations across three states. While primarily focused on maintaining its strong footprint in legacy locations, Summit Community Bank has used a successful merger and acquisition strategy to encourage steady growth over the last six years. As it continues to grow in new markets, new opportunities bring new, diverse challenges, including exploring new peers and competitors, expanding brand awareness, and capturing market share. In the digital landscape, competitive analysis is especially important when it comes to optimizing one of an organization’s most valuable online resources, its website.  Competitive analysis, as SEMrush notes, can help benchmark a business’ current SEO performance, identify areas of improvement in SEO strategy, reveal any competitor gaps or weaknesses, and discover competitors' winning strategies (Sl...
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What we have learned about CX based on the Pandemic

 


Hello Class,

Here is an article that I shared on Twitter and Linked In because I thought it was valuable: CX Lessons

There were many great points included and the issues with contact centers resonated with me. We were working on improvising the quality of care that our customers received from our contact centers, and our three centers were all based in the United States. At the time, we were looking to add bots and AI to make the process easier and to make the actual humans more productive. It was working but it was a journey.

The other point is that the customer journey must improve. We need to respond more quickly and we need to be more empathetic, The customer has too much information at their fingertips (literally) and we need to be more supportive. 

I hope you will read the article and take it forward in your dealings with the public, who are also your customers and clients.

Prof. T

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