How financial paperwork can build your brand

By simplifying financial paperwork such as bills and statements, financial institutions can improve the customer experience, this paper argues.

How Financial Paperwork can Build Your Brand

Irene Etzkorn

Every financial services firm is concentrating on improving customer touchpoints – redesigning bank branches, adding free coin counters and, in the US at least, working on Sundays. Ironically, they could still have Sundays off if they had not overlooked a crucial category of touchpoints.

These unheralded touchpoints are both repetitive and important to customers, yet are often dismissed as paperwork. When viewed as branding's unsung heroes rather than as necessary evils, contracts, proposals, instructions, applications, correspondence, statements and call-centre scripts take on new significance.

While not the driver of purchase intent,...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands