STAR Financial Bank is headquartered in Fort Wayne, Indiana, with 53 locations across central and northeast Indiana, and has grown to nearly $3 billion in assets. They have developed a culture within the region that combines helpful banking solutions, with high quality service and strong technology. STAR Financial Bank has always placed a high value and heavy focus on serving their customers well, while also remaining engaged in their community. Kevin Wright, President of STAR Financial Bank, has been there for almost 20 years, and is also a 4th generation family member to one of the Founders 81 years ago. The relationships with their customers has always been rooted in the foundation of their business for decades. They keep their pulse on the customer experience, and customer feedback truly matters to them.
Understanding the value of feedback, STAR Financial Bank was collecting that feedback internally prior to meeting Liftify. They felt there was a missing link and had a desire to share their feedback in a customer facing fashion. They heard about Liftify through one of their own customers that uses Liftify. Together, STAR Financial Bank and Liftify realized there was a great opportunity to share all of the good that STAR Financial Bank does, and highlight what their customers appreciate about them. Liftify and STAR Financial Bank began with a test pilot in the Fall of 2022 with some strategic choices of brick and mortar locations. After great success, there was a commitment to a partnership in the Summer of 2023, bringing on 37 locations. Watch what Kevin Wright says about his journey with feedback and his path to Liftify.
"When we met them, right away we recognized an opportunity because they had so much great feedback about their people, about their team, and about the way they serve their community, and we wanted to help them adjust their strategy so that they could get a lot of that feedback, not just on an internal system, but instead, to get it online where customers can see it."
- Zach Garrett / Founder & CEO, Liftify
In the Fall 2024, STAR Financial Bank added on 16 more locations with Liftify, for a multi-year partnership that would centralize their tools and strategically support their customer experience vision. In addition to adding locations for review generation, they're doing surveys and using other tools through Liftify for a full robust solution to enhance that customer experience. From the start, they have been progressive about wanting to understand and continue to build on their customers' experience, and Liftify is thrilled to extend this partnership and be on this journey with them. Thus far, there has been an overall 800%+ increase in STAR Financial Bank's reviews since working with Liftify and average star ratings have improved from 4.1 to 4.7 across all locations!
Through this partnership expansion, Liftify will standardize their online information by managing their listings in one centralized dashboard, relieve bandwidth by managing review responding on their behalf, and streamline processes through consolidating a variety of the tools into one central "Customer Experience" platform. See what their team says about their evolution of internal feedback versus external and how Liftify has helped to bridge that gap.
Liftify is proud to work with with a company that has such a great reputation and a strong community presence. It is an honor to work with STAR Financial Bank and help publicly tell their story!
"We are excited to continue driving breakthrough results for them and can't wait to see the things we will do together in the future as we take this partnership to the next level."
- Kristen Bowen / Mid-Market Customer Success Manager, Liftify