To the banking institutions that spend millions of dollars every year in the pursuit of satisfying customers, Jeffrey VanDeVelde has a bold statement to make – you’ve got it all wrong. VanDeVelde, director of client experience Read More
Many industry analysts and practitioners clearly believe the future of retail banking requires a dramatic reduction in the absolute numbers of bank branches across the U.S. In a recent column, banking investor and analyst Tom Read More
For a good decade or more, when it came to knowing the customer, the banking spirit was willing but the technology was weak. Now, new strengths in analytics make it possible for banks to rise Read More
With customer loyalty in the financial services markets still in flux, banks have an opportunity to strengthen consumer relationships through rewards programs that are relevant to their customers. This is particularly important because as many Read More
Much has been written about the opportunity for banks to advise affluent customers on retirement planning. Indeed, Mercatus has seen the importance of retirement as a financial priority hold steady year after year in our Read More
In 2008, Jon Levey and Steve Sherman, both former LaSalle Bank lenders, and Steve’s father Harold Sherman, a long-time Chicago-area community banker, began pursuing a dream to develop a community bank that would re-shape how Read More
Delivering the right customer experience at the right time means understanding the wants, needs and expectations of your customers and designing an experience that meets those needs. While it may seem intuitive that an improved Read More
Based on the insights captured in our recent Ideal Banking and Small Business Banking studies, there is still a significant room for improvement in crucial customer experience categories. Many organizations continue to focus their Read More