Tom Long

reopened bank branch

Article

The pandemic’s impacts include the need to shift costs

Jan 28, 2021

By Tom Long
Long-term changes in customer behavior due to COVID-19 make it imperative for financial services providers to pursue operational efficiencies.
Consumer Banking

Article

Strategy alone won’t create competitive advantage

Sep 24, 2020

By Tom Long
How effectively executing a go-to-market plan can help your financial institution succeed.
Consumer Banking

Podcast

Connecting with customers, Amazon style

Aug 11, 2020

By Terry Badger, Tom Long
Tom Long, principal at The Long Group, believes banks and credit unions can borrow from the Amazon playbook to enhance customer loyalty and boost their bottom line.
Consumer Banking
digital convergence

Article

Pay attention to retention: How banks can turn around client churn

Apr 10, 2019

By Tom Long
It’s been almost 250 years since Adam Smith penned “The Wealth of Nations,” helping set off an industrial revolution now in its fourth iteration. What would Smith think of today’s “Exponential Age,” defined by its breakneck […]
Consumer Banking / Customer Experience / Marketing & Sales
shutterstock_275646107

Article

How cost shifting helps banks make the most of branches

Feb 7, 2018

By Tom Long
Ultimately, every organization shares an identical purpose: to create operating leverage by growing revenue faster than expenses. Over time, organizations that focus on achieving this goal become more productive and efficient. Conversely, organizations that fail to […]
Consumer Banking / Marketing & Sales
shutterstock_25667818

Article

How to drive strong revenue growth in a thin-margin era

Dec 13, 2017

By Tom Long
To create operating leverage or grow revenue faster than expenses represents the essence of business. And with compressed margins the new normal, it’s an economic necessity to lift or accelerate growth trajectory. Thus in a thin-margin […]
Compliance, Regulation & Risk / Customer Experience