SPECIAL
REPORT
Retail
Delivery
What does the customer want?
A heterogeneous
customer base makes that a difficult question
to answer. Taking its inspiration first from
strategy guru Michael Porter, Part I of our
special
report finds retail bankers expanding ATM access,
readying the branch for small business and in
the early stages of supporting a new payments
product. Next issue: Part II of our report will
present customers’ perspectives, including
what customers say they want from their banking
sales and service experiences,
to be reported in the first, exclusive release
of BAI’s “The Frontline Experience” research.
Welcoming Small Business
at the Branch
BY LAURI GIESEN
As the industry concludes that deposits and not loans drive
profitability – where else would small business belong?
Experts can provide a lifeline.
Evaluating ATM Partnerships
BY KAREN EPPER HOFFMAN
ISOs offer an alternative to network management,
and many institutions are weighing their options.
Cheaper machines and dial-up connections are
one way to go; surcharge-free
access in choice locations offers a different value proposition.
Same
Day or “Sorry...”
BY LAURI GIESEN
Expedited payments offer a way for procrastinators
to pay more to avoid higher fees or terminated
service. Demand is high, as financial institutions
seek ways
to break into billers’ business.
COVER STORY
Refresher on Strategy
BY KENNETH CLINE
Strategy continues to
elude corporate America, says Michael E. Porter,
one of the world’s leading
authorities on
competitive strategy and international competitiveness.
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