A JRNI through Experiential Relationship Management

JRNI is a platform for scheduling and managing personalized experiences for retail, banks, credit unions and other financial institutions. John Federman, JRNI’s CEO, helped kick off the inaugural episode of the The Experience Evolution with a conversation with host James Kent on how retail and financial industries can take their business to the next level by maximizing customer experiences.

Federman said consumers are demanding that retailers do more to get them back into the store as the pandemic begins its early stages of winding down.

“Shopping and commerce, itself, have already begun in earnest to become the experience economy,” Federman said. “Consumers want more than just a product or a service; they really want a unique experience.”

While the consumer experience is essential, another critical component that Federman said people don’t think about all the time is how the retailer or financial services institution can be as effective and efficient as they can be.

“How can deploy their staff in a way that their time is spent with consumers who are most likely to transact?,” Federman said. “That happens when you create that synergy between online and offline. And when you can get staff to know that they’re going to go to a more informed consumer, they’re going to be more engaged, transaction levels are going to go up, and your conversion experience will be just that; an experience.”

One vertical embracing digital transformation is banking, which began even before the pandemic. And this change is driven by the fact consumers want options – they want to interact with financial institutions on their terms, both remotely and in person. Recent studies indicate that 73% of consumers still prefer having in-person interactions with experts when receiving financial advice, and appointments can ensure the right staff member is available to help the consumer with their needs.

“So, it becomes about providing options,” Federman said. “In this case, what you can see is it’s not just about providing options, it’s about creating that experience that is more straightforward, more productive, and ultimately creates a better relationship long-term.”

Virtual appointments and virtual scheduling allow customers to maximize their time and get the information they need from experts who can help them.

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

summer melt
From Freshmen to Founders: Michigan Students Take on Higher Ed’s Summer Melt Crisis with MeetYourClass
May 29, 2025

A growing number of colleges are struggling to convert applicants into enrolled students—and to keep them engaged through graduation. With Gen Z students relying heavily on familiar digital platforms like Instagram and Discord for social interaction, traditional college tools for orientation, enrollment, and community-building often miss the mark. According to research, between 10 to 40…

Read More
Aviation maintenance
The Future of Flight Depends on Mechanics, Not Machines: How Jets MRO is Solving the Aviation Maintenance Talent Gap
May 28, 2025

Private aviation is booming—but behind the sleek jets and luxury cabins lies a hidden crisis. A looming shortage of qualified aviation maintenance technicians threatens to ground growth. According to Boeing’s 2023 Pilot and Technician Outlook, the industry will need about 690,000 new maintenance technicians by 2042. While private jet usage is skyrocketing, the infrastructure to…

Read More
digital learning ecosystem
Stride at 25: Redefining the Digital Learning Ecosystem for Today’s K–12 Learners
May 28, 2025

As virtual learning matures and school choice accelerates across the U.S.,the 25th anniversary of Stride Inc. offers a moment to reflect on how far the digital learning ecosystem has come and where it’s headed.. Once known as K12 Inc., the company helped pioneer online education at scale. But in a landscape shaped by evolving…

Read More
search
From Search (SEO) to Answers with Generative AI
May 27, 2025

In this episode of The Marketing AI SparkCast, Aby Varma—founder of Spark Novus, which partners with marketing leaders to adopt AI responsibly and strategically—hosts Mike Ensing, Founder and CEO of Revere AI. They explore how LLMs are revolutionizing search, shifting the customer journey, and forcing a new marketing playbook where brand discovery is increasingly…

Read More