Katie Kuehner-Hebert
Sep 22, 2022

With countless pitfalls possible, institutions must stay focused on what’s important to better ensure a smooth integration.

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.

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

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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.

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Community outreach is at the heart of retail banking.

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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.

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

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

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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.

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

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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.

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With external growth prospects clouded by regulatory fee restrictions and a sluggish economy, bankers are focused on increasing revenue from existing customers.

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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.

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With its recent announcement of 30,000 job cuts, Bank of America Corp.

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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.

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One result of the recent and continuing rash of government regulations is a renewed desire on the part of banks and credit unions to drive new sources of revenue and profitability.

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What’s on the minds of top bank marketing executives these days? Get ready for a long list, according to Nick Papachristou, executive vice president and director of corporate marketing for Green Bay, Wisc.

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Cross-sale? What cross-sell? Most banks offer on average over 100 products and services but 56% of customers only have one product, according to our company’s research.

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As the banking industry’s ability to generate fee income comes under pressure from recent regulatory actions, financial institutions will inevitably need to place more focus on front-line sales effectiveness, particularly in the branches.

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