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Raising the bar for innovation

As the role of technology grows in retail banking, innovation is no longer simply about online, mobile or even omnichannel, say the judges in the BAI-Infosys Finacle Global Banking Innovation Awards 2015. “2015 feels like Read More

By |2022-09-15T09:45:04-05:00August 31st, 2015|Comments Off on Raising the bar for innovation

Revitalizing bank culture with data analytics

A business can thrive or fail based on its internal culture since culture impacts morale, productivity and, ultimately, the bottom line. In many ways, culture is like a personality that reflects the values and Read More

By |2022-09-15T09:45:10-05:00August 26th, 2015|Comments Off on Revitalizing bank culture with data analytics

Business lending as your best marketing strategy

The ability to offer a menu of business banking services is critical for financial institutions in today’s competitive lending environment. In prior generations, people fostered relationships with only one bank or even one banker. However, Read More

By |2022-09-15T09:43:27-05:00August 25th, 2015|Comments Off on Business lending as your best marketing strategy

Creating the FinTech dream in financial services

I find it interesting that so many bloggers on financial technology (fintech) sites deride the banks for being slow, clueless or stupid. They talk about how banks don’t do this, don’t do that; fail at this, Read More

By |2022-09-15T09:43:41-05:00August 24th, 2015|Comments Off on Creating the FinTech dream in financial services

Implementing improved customer service

For over thirty years customer service has been one of the most discussed topics in the financial services industry but it is difficult to name more than a couple of banks that have distinguished themselves Read More

By |2022-09-15T09:44:26-05:00August 18th, 2015|Comments Off on Implementing improved customer service

Customer journey management for added value

For 15 years or more, marketers in retail banking have heard that delivering “the right product to the right customer at the right time” will yield the maximum conversion rate, product penetration and benefits of Read More

By |2022-09-15T09:43:44-05:00August 16th, 2015|Comments Off on Customer journey management for added value

Five steps for hiring bankers who can sell

Recruiting is a big problem for most banks and financial firms. The question is always, “How do I hire bankers who can also sell?” Unfortunately, there is no simple answer to this question. However, the Read More

By |2022-09-15T09:43:59-05:00August 11th, 2015|Comments Off on Five steps for hiring bankers who can sell

Serving the underbanked with short term loans

Financial institutions are primarily focused on meeting the needs of Americans that fit into certain demographics. The rest of the population ends up as the underbanked – consumers with needs viewed as too costly, too Read More

By |2022-09-15T09:45:16-05:00August 5th, 2015|Comments Off on Serving the underbanked with short term loans

Flexibility is key in segmenting customer groups

Financial institutions are under immense pressure to find new ways to acquire customers, strengthen and grow existing customer relationships and generate revenue. Understanding what motivates different customer groups is critical for designing and delivering products Read More

By |2022-09-15T09:44:01-05:00July 15th, 2015|Comments Off on Flexibility is key in segmenting customer groups

Personalized mobile apps for marketing

As mobile banking apps become more prevalent, institutions need to take advantage of the mobile platform as a marketing opportunity. The best way to do this is by producing an app that delivers a useful, Read More

By |2022-09-15T09:44:58-05:00July 14th, 2015|Comments Off on Personalized mobile apps for marketing

Delighting customers with pivotal events

Although banks have continually sought to offer better products and prices to improve the customer experience, since the financial crisis many have been hampered in these efforts by regulatory burdens and a cost-cutting mindset. The Read More

By |2022-09-15T09:43:47-05:00June 15th, 2015|Comments Off on Delighting customers with pivotal events

Digital strategies for personalized customer experience

In the not-too-distant past, tellers at local branches were the main touch point between banks and their customers and were able to offer personalized service. Now, however, mobile and online banking have reduced the human Read More

By |2022-09-15T09:43:49-05:00June 10th, 2015|Comments Off on Digital strategies for personalized customer experience

Using social media to enhance sales

It’s a common belief that banks should implement social media with the sole purpose of making a sale online. But think again: Pushing goods and service messages without context replicates the archaic process of cold Read More

By |2022-09-15T09:45:53-05:00June 1st, 2015|Comments Off on Using social media to enhance sales

Moving the needle for consumer financial health

If an industry is only as healthy as its customers, then the banking industry has some work to do. A number of studies have revealed very compelling findings about the state of financial wellness in this Read More

By |2023-02-13T17:52:44-06:00April 28th, 2015|Comments Off on Moving the needle for consumer financial health

Turning branch visits into sales

When customer loyalty is tenuous, as it is today in banking, selling is especially challenging and requires more sophisticated approaches involving both management and sales staff. Yet, in our interactions with hundreds of banks across Read More

By |2022-09-15T09:45:50-05:00April 3rd, 2015|Comments Off on Turning branch visits into sales

Making a difference with loyalty programs

Every vendor from grocery stores to gas stations offers loyalty programs these days, but what makes one stand apart from another? As consumers are bombarded with offers to earn points and Read More

By |2022-09-15T09:44:40-05:00March 30th, 2015|Comments Off on Making a difference with loyalty programs

Consultative selling for long-term deposits

A typical community banker would have you believe that they have built great relationships with their customers. Then, these same bankers frequently express their frustration that it is impossible to sell properly-priced longer-term deposit accounts Read More

By |2022-09-15T09:43:39-05:00March 20th, 2015|Comments Off on Consultative selling for long-term deposits

Preserving the customer experience during mergers

No matter the business or industry, there’s plenty to worry about when orchestrating a merger or acquisition. Inevitably, in the middle of consolidating and integrating organizations’ financials, personnel and other tangible assets, factors such as Read More

By |2022-09-15T09:45:01-05:00March 16th, 2015|Comments Off on Preserving the customer experience during mergers