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Customer relations in today’s digital world

Customer relations in today’s digital world

Broadway Bank is known for first-in-class customer service. Their workforce of talented bankers and professional experts go the extra mile to understand client needs and provide strong financial recommendations that meet expectations. But what does it take to build those relationships? Broadway Bank recently embarked on a brand refresh and digital transformation journey, offering online resources and services designed to help customers achieve their financial goals whenever and wherever they are. Many companies and brands are growing their digital services also.

It seems gone are the days of waiting in line at your local bank in a stuffy waiting room. What does customer relations mean in a fast-paced digital world? Broadway Bank’s Emona Rons, VP, Private Banker, shares her tips for connecting with customers, earning their trust, and building relationships that last.  

Finding a balance

In a digital-driven world, it’s critical to find a balance between in-person and virtual communication to make sure each customer feels heard and understood. Leading with digital can also make it more challenging to develop a meaningful relationship with customers; however, for Emona, she’s been building a strong foundation with her customers for more than sixteen years—and continues to deliver quality customer service even through digital platforms. “The power of combining personal customer relationships and convenient digital banking tools is unmatched when it comes to keeping customers happy and empowered to take charge of their finances,” said Rons. “Private banking has evolved at Broadway Bank where we’re no longer tied to our offices. Although we are always available for in-person communication, we’re also able to take banking services anywhere we go—or anywhere our customers need us, which really allows us to meet people and their needs at every touchpoint.”

Leading the trend

Broadway Bank leads with a community-centric vision and the digital space has not changed the fact that people always come first. “The human factor deepens the customer relationships we’ve worked so hard to establish and foster,” said Emona. “But, the technology Broadway Bank can deliver allows us to make business even easier for our customers. Of course we want to continue the face-to-face communication as much as possible, however, Broadway Bank’s digital tools and team of digital experts on site allows us to create the most convenient path forward for the customer.” At Broadway Bank, there is no red tape, no obstruction of procedures. “We’re always looking to empower the customer, giving them the tools and confidence they need to achieve their goals. That’s what makes this bank so special.”

Magic in the combination

At Broadway Bank, and for Emona’s customers, the magic happens where human interaction strikes a balance with technology. “Human interaction is key to each customer relationship; however, when we can offer both face-to-face communication and ease of access to reliable, convenient digital tools, that’s where we find our stride,” said Rons. “At every interaction, we endorse the power and ease of technology in banking at Broadway Bank, but we will never stop striving to give each customer the face time he or she wants and needs—we have to keep engaged to make sure each customer feels safe and empowered in their financial decisions.”

Best Practices

First impressions matter when establishing a new client relationship. “Each interaction matters, and if you begin with a positive, can-do attitude, the customer will feel more at ease and confident in their banking relationship,” said Rons. Pairing a positive first impression with a vast offering of digital banking services allows the customer to take their financial well-being into their own hands. “You have to get it right the first time to make sure your customers know they can depend on you. Technology can move quickly for customers, but it’s critical to have built a strong relationship before turning to the tools—people will always come first.” At Broadway Bank, bankers make themselves available to customers both on and offline to best meet their needs, and thanks to technology they are more accessible than ever to help customers in times of need. “We are always eager to serve our customers, regardless of circumstance, and technology allows us to be more nimble. We pride ourselves on asking the right questions to truly understand what each customer needs to succeed. That’s what makes us proud to do our jobs—we help people.”

Connect with Broadway Bank

Connect with an experienced banker at your local Broadway Bank. With more than 30 locations in South Central Texas, a newly launched website and a four-star rated app, we are proudly servicing customers where they need us—in their hometowns and at their fingertips. We offer our customers a full range of personal banking, business banking and wealth management products to help them better manage their money, grow their wealth and protect their assets. Check out the toolbar at the top of Broadway Bank to get started.

 

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