SPECIAL REPORT
Retail Delivery Part II

COVER STORY

Give The Customers What They Want
(and in most cases, it’s not a relationship)
BY PAUL McADAM
BAI's The Frontline Experience consumer research calls for a rethinking of the one-size-fits-all approach to relationship-building; some customer segments will be receptive, others won't. And all involved — consumers, management and employees — say the frontline needs help.

5 Who Fight to Win On the Front Lines
BY KENNETH CLINE
These top bankers say service quality is paramount to building customer relationships.

FEATURE ARTICLES

What Lengths Will Customers Go To Protect Their Online Accounts?
BY KAREN EPPER HOFFMAN
The days of the password being the only thing that stands between the customer And his account are over.

Decoding The Value In Payments Data
BY VLADIMIR R. RESNICK AND CARL J. HUGENER
Revenue tied to payments products could drive the transformation of financial services companies into financial-and-information-services companies ? but not without substantive change to existing organizational structures, privacy protections and the bank/retailer relationship.

Customers and Their Checks
Financial institutions will be supporting multiple check clearing methods for the foreseeable future. While many in the industry study and plan the possibilities with image, corporate customers have already cast their vote for ARC.

Check Images: To Share or To Exchange
BY CLINT SWIFT
Varying assessments of customer needs drive banks down divergent paths. The nagging question about the dueling business models: How much of the current spending will be for naught?

ARC: Billers Like It; Bankers Have Their Doubts
BY JARRETT HELMS
ARC is low-cost and available. But its popularity notwithstanding, financial institutions prefer to wait for widespread image exchange. Banks ?particularly those with modest ACH volumes ?have their reasons for rooting for image exchange. But are they jeopardizing their biller deposit business and their competitiveness in being able to offer a ?clearing mix? that includes ARC, image and IRDs

Taking The 5 First Steps To Enhancing Security With Data Auditing
BY MURRAY S. MAZER
Data auditing solutions can help financial services firms protect the integrity of their databases.

DEPARTMENTS

on retail banking
Contactless: The new ?wave? in payments
BY KAREN EPPER HOFFMAN
For years a gas station novelty, contactless payment cards and tokens are quickly catching on as major issuers begin putting them in consumers’ hands and driving merchant acceptance.

guest spot
Fighting The New Deposit War
BY RICK SPITLER
To grow deposits in a rising interest rate environment, financial institutions will need product innovation, needs-oriented communications and some branding basics to address customers? underlying needs and buying behaviors.

BAI ONLINE

President and CEO, BAI

Building a Clear Path From Strategy to Front-Line Execution with the Customer
BAI’s new The Frontline Experience research couldn’t be more straightforward: “Perceptions of inefficient, unfriendly and poorly trained branch staff are key drivers of dissatisfaction” among customers."

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