Headquarters
Kansas City, MO
Industry
Financial Services
Find effective ways to manage nbkc’s brand reputation across multiple digital properties and business review sites
Develop a strategy and efficient workflow for responding quickly to online reviews
Identify opportunities to strengthen the nbkc brand in ways that create value for the company, its customers, employees, and stakeholders
Create custom email and SMS alerts to notify team members of all new reviews
Utilize Smart Response and Review Tagging to ensure smooth internal communication and accountability for responding quickly to reviews
Expand the company’s review monitoring strategy to include employee and app reviews
nbkc bank, an award-winning financial services provider and mortgage lender based in Kansas City, is harnessing smart technologies to deliver solid offerings and superior banking experiences.
Apart from boosting its product portfolio with enhanced digital capabilities, the bank also leverages online reviews to build a strong brand reputation across all its digital properties. The nbkc bank website abounds with positive reviews and powerful customer testimonials. Its location pages come replete with 5-star ratings across the board.
To power its online review management strategy, nbkc uses ReviewTrackers as one of the solutions in its stack. It’s the company’s tool of choice for monitoring online reviews, responding to customer feedback, tracking reviews of its mobile application, and managing its employer brand reputation.
nbkc has made it a priority to stay on top of the reviews that customers are posting across multiple business review sites like Google, Facebook, LendingTree, and Better Business Bureau (BBB).
Using ReviewTrackers, the company has set up over 90 different types of customized review alerts, which deliver timely email and SMS notifications to 28 users (nbkc employees) on a daily, weekly, or monthly basis.
The majority of nbkc’s reviews are positive — 92% of all its reviews have 5-star ratings — and the company’s online reputation easily surpasses industry benchmarks.
In the rare case that the company receives negative feedback, nbkc bank excels in responding quickly to reviews. Using ReviewTrackers’ Smart Response (and its corresponding Google Chrome extension) — a feature that allows individual users to create and utilize response suggestion templates to reply to customer feedback — the company doesn’t get bogged down by reviews and is even posting responses at a faster rate than ever.
Download the 2021 Report on Industry Benchmarks and Online Reputation Analysis for free.
Since partnering with ReviewTrackers in October 2020, nbkc has been able to:
For nbkc bank, one of ReviewTrackers’ most widely used features is review tagging. This enables users to organize reviews and ratings according to their status: Responded, In Progress, or Do Not Respond. There’s also an option for adding custom tags on each individual review page.
Review tagging has become a major success for nbkc as its team of users looks to ensure smooth internal communication and demonstrate full accountability for responding to reviews.
To build an attractive online reputation, organizations must also effectively manage their employer brand. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers, potential customers, and stakeholders.
In this light, ReviewTrackers equips nbkc bank with tools to extend the scope of its online review management efforts beyond product and service reviews. The bank also has access to employee reviews data, powered by ReviewTrackers’ employer brand monitoring feature and sourced directly from nbkc bank’s Glassdoor and Indeed profiles.
As a digital-first organization, nbkc also proactively tracks reviews of its mobile banking app on Google Play and Apple’s App Store. User feedback posted on these digital marketplaces can serve as an important resource for driving app installations, user engagement, and, ultimately, brand loyalty.
Related: Read the guide on why companies need to monitor app reviews.
To build the kind of brand reputation that’s irresistible to existing and potential customers, banks and financial services organizations must make online review management a priority.
In ReviewTrackers, nbkc bank has found a perfect tool for monitoring valuable feedback, responding to customers, and empowering its team to keep the customer front and center across the entire organization.