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Managing the Conversation with Unhappy Customers

Are you setting up your sales and service people for failure by sending them unarmed into hostile territory? Are you leaving them to their own devices in dealing with unhappy customers?

According to a recent Read More

By |2022-09-15T09:44:44-05:00November 18th, 2011|Comments Off on Managing the Conversation with Unhappy Customers

Rebalancing Retail Banking Growth

Organic growth in banking revenue and profit has been extremely challenging lately. Historically, such growth has come as clients’ product needs increased, new clients were added in growing regions and innovation created new markets. Yet, Read More

By |2022-09-15T09:45:06-05:00November 15th, 2011|Comments Off on Rebalancing Retail Banking Growth

Making In-Store Branches Deliver

As banks increasingly grapple with trying to reduce the high cost of their branch networks, one would think that more institutions would look at lower-cost in-store branches. The opposite seems to be occurring, however. In Read More

By |2022-09-15T09:44:41-05:00November 11th, 2011|Comments Off on Making In-Store Branches Deliver

Youth-Oriented Marketing, Frankly Speaking

When Singapore-based OCBC Bank decided it needed to more aggressively pursue the large and growing young adult market in that country, it took what it would call a very “frank” approach to reaching this audience.

Rather Read More

By |2023-01-05T08:46:55-06:00November 8th, 2011|Comments Off on Youth-Oriented Marketing, Frankly Speaking

Managing Vendor Management

Vendor management has been a hot and growing topic of bank focus in recent years. By my estimation, we are turning the corner into the third phase of vendor management evolution.

The first phase of Read More

By |2022-09-15T09:44:44-05:00November 1st, 2011|Comments Off on Managing Vendor Management

From Brand Ambassador to Financial Consultant

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 Read More

By |2022-09-15T09:44:08-05:00October 25th, 2011|Comments Off on From Brand Ambassador to Financial Consultant

Five Considerations for Cloud Banking

The cloud. It seems like everyone from technology pundits to mothers in TV commercials is talking about how computing is moving to the cloud – the delivery of applications to distributed users from a central Read More

By |2022-09-15T09:43:57-05:00October 19th, 2011|Comments Off on Five Considerations for Cloud Banking

Bank Size: The Difference that Matters

Years ago, I went from being the senior operations officer for a large bank in a metropolitan area with a flock of VPs at my disposal to being senior vice president and cashier/operations division head Read More

By |2022-09-15T09:43:19-05:00October 14th, 2011|Comments Off on Bank Size: The Difference that Matters

Defining the New Paradigm of Banking

As 2011 draws to a close, most bankers would agree that the financial services industry is sorely in need of a New Paradigm; the old business models look increasingly strained in the wake of the Read More

By |2022-09-15T09:43:47-05:00October 7th, 2011|Comments Off on Defining the New Paradigm of Banking

The True Power of Online Banking

People rarely visit their bank branch anymore. Our recent research with a number of European banks shows that visits to their Websites outnumber branch visits by a factor of fifty to one hundred. Meanwhile, app Read More

By |2022-09-15T09:45:42-05:00September 28th, 2011|Comments Off on The True Power of Online Banking

The Self-Service Solution to Declining Branch Sales

The decline in branch transactions that has been predicted for the last 30 years is finally happening. Online bill payment and the migration of deposits via image capture to the office, the ATM, and the Read More

By |2022-09-15T09:45:39-05:00September 26th, 2011|Comments Off on The Self-Service Solution to Declining Branch Sales

Combining Sales and Service on the Frontlines

As banks struggle in today’s environment of reduced fee income and weak loan demand, financial institutions need to figure out a way to sell more products to their existing customers. Shifting branch staff away from Read More

By |2022-09-15T09:43:36-05:00September 20th, 2011|Comments Off on Combining Sales and Service on the Frontlines

Deconstructing the Branch

The world is changing and the traditional bank branch needs to change with it. Most retail bankers would agree with that statement, at least in part. As customer transactions migrate from branches to electronic channels Read More

By |2022-09-15T09:43:46-05:00September 2nd, 2011|Comments Off on Deconstructing the Branch

Branch Transformation at Extraco

It’s a truism in the industry to say that retail banks need to experiment more with change in an era of shrinking revenue and declining branch traffic but the fact remains that few institutions go Read More

By |2022-09-15T09:43:26-05:00August 26th, 2011|Comments Off on Branch Transformation at Extraco

New Technology for Lending to Main Street

Delivering capital to the millions of restaurants, small retailers and local service businesses in America poses a unique challenge for the banking industry. Such businesses represent a huge market, their demand for capital is strong Read More

By |2022-09-15T09:44:53-05:00August 22nd, 2011|Comments Off on New Technology for Lending to Main Street

Boxing In Prepaid Card Fees

When’s the last time you read the terms and conditions for your checking account? If you’re like most Americans, including me, the answer is probably never. But if you went online right now and checked Read More

By |2022-09-15T09:43:24-05:00August 19th, 2011|Comments Off on Boxing In Prepaid Card Fees

Confronting the Revenue Growth Challenge

Revenue generation in traditional banking comes from the interest rate spread on taking deposits and making loans while collecting fees in the process. With the economy now treading water (or worse), loan growth is hard Read More

By |2022-09-15T09:43:37-05:00August 15th, 2011|Comments Off on Confronting the Revenue Growth Challenge