Todd Robertson
Aug 6, 2021

A switch from "passive" to "active" web technology can help banks meet customer-journey expectations being molded by other industries.

Since the recession there has been a pronounced flight to quality in consumer banking, particularly in the checking business.

Read More

So, when was the last time you went to a meeting and the subject of cross selling didn’t come up? In all likelihood, the conversation turned to the results of the latest cross-selling campaign, the plan for the next one and the projected return on investment (ROI).

Read More

Banking contact centers primarily have functioned as service hubs for customers who call for information or help with a problem.

Read More

In the throes of the credit crisis five years ago, who would have guessed that Collections would turn out to be one of the most ardent keepers of the customer experience flame? But it’s true.

Read More

Twenty years ago, the commercial banking relationship manager (RM) held a position of the highest prestige and power within most banks.

Read More

In today’s competitive economic landscape, banks need to ensure that they not only attain customers but also retain them.

Read More

It’s a long-held truism in the banking industry that a checking account acts as an anchor, holding customers steady in the relationship.

Read More

Mobile banking services can be used as effective tools to help banks sell additional services and improve customer relationships, but only if they are used correctly and in coordinated efforts with other delivery and sales channels.

Read More

Want to be able to hone in on what product your best business customers are likely to want next and which prospects will be the most profitable to target? Consider utilizing a “segmentation toolkit,” said Susan Brown-Monforte, senior vice president and marketing group manager for San Diego-based California Bank & Trust.

Read More

Retail bankers are monitoring comments in social media to gauge customer sentiment, as well as to broadly predict consumer behavior.

Read More

Does a good customer experience guarantee a strong customer relationship? Unfortunately, it does not! In fact, the strength of customer relationships is much more dependent on the consistency of experiences and their correlation with the expectations of the customer.

Read More

Today’s empowered consumer represents an interesting paradox for banking brands.

Read More

Bank and credit union executives today believe they understand the value of strong branding, even though the return on investment (ROI) of branding is difficult to measure.

Read More

Community outreach is at the heart of retail banking.

Read More

If you think about the people in your life that you are closest to, chances are they’re the ones that you’ve shared the most experiences with.

Read More

A friend reports on a recent and rare visit to his bank branch: “I felt like I was in a time warp.

Read More

Brand promise is typically easy to articulate but hard to implement.

Read More

In the wake of recent regulatory restrictions on fee income and the continuing sluggish economy, financial institutions are increasingly targeting certain high-profitability affluent and mass affluent customer segments.

Read More

Customer segmentation is a key element of bank marketing these days as companies search for growth in a slow-growth economy.

Read More