Frank Aloi

Article

Mobile-izing Small Business

Dec 10, 2013

By Frank Aloi
Earlier this year, Bank of America announced that it had surpassed one million small business mobile banking users, representing one-third of the institution’s three million small business banking customer base. This is likely a continuing trend among the […]
Business Banking / Consumer Banking / Digital Banking
shutterstock_313786031-(1)

Article

Serving Small Businesses the Non-Traditional Way

Jan 7, 2013

By Frank Aloi
U.S. banking organizations have traditionally struggled to serve smaller businesses. During the past four to five years, we’ve seen an even greater disconnect between banks and the “smallest of the small,” meaning sole proprietorships, micro-businesses and […]
Business Banking / Consumer Banking / Customer Experience
iphone

Article

How to Win at Social Media

May 16, 2012

By Frank Aloi
Social media has emerged as a channel that offers banks a unique and, quite possibly, unmatched opportunity to engage with customers on a whole new level. In fact, those that leverage this channel correctly are better […]
Consumer Banking / Customer Experience / Marketing & Sales / Technology
shutterstock_326676218

Article

From Brand Ambassador to Financial Consultant

Oct 25, 2011

By Frank Aloi
It’s become conventional wisdom in the banking industry to say that the “branch of the future” must evolve from a place where customers primarily conduct transactions to one in which they can seek advice, guidance and […]
Consumer Banking / Marketing & Sales / Technology

Article

Tactics for Success in Small Business Banking

Jul 11, 2011

By Frank Aloi
Banks across the nation continue to robustly target the small business customer as a prime source of revenue and differentiation although the going has been tough lately. This sector of the market has been vastly fragmented […]
Business Banking / Consumer Banking / Customer Experience
shutterstock_313339853

Article

Earning Rewards from Rewards Programs

Jun 8, 2011

By Frank Aloi
With customer loyalty in the financial services markets still in flux, banks have an opportunity to strengthen consumer relationships through rewards programs that are relevant to their customers. This is particularly important because as many as […]
Customer Experience / Marketing & Sales
shutterstock_210557374-(1)

Article

Problem resolution: The quality service hurdle

Apr 18, 2011

By Frank Aloi
Most banks today have solid strategies in place for selling their services and providing high levels of customer service prior to each sale. Some institutions have even taken major initiatives to ensure quality service after a […]
Consumer Banking / Customer Experience / Talent & Workforce Management

Article

5 Steps for Improving the Customer Experience

Feb 11, 2011

By Frank Aloi
Based on the insights captured in our recent Ideal Banking and Small Business Banking studies, there is still a significant room for improvement in crucial customer experience categories. Many organizations continue to focus their efforts more […]
Customer Experience / Marketing & Sales