Hillary Kelbick
Oct 15, 2020

To stand out from the crowd, banks and credit unions must create effective messaging on the institution they are and the institution they want to become.

It is hardly new news that many banks are struggling to grow, constrained as they are by a still-slow economy, an overly aggressive regulatory environment and an often cautious customer base.

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Well executed service quality programs can have a significant positive impact on revenue and bank earnings.

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Today’s financial services organizations covet customer insight and understanding like never before.

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The desire for growth is leading bankers to renew their focus on capturing the mass affluent population.

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“What do you mean I have to pay $120 to check my luggage? I’ve been using this luggage without having to pay baggage fees for a long time.

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By the late 1990s, many banks understood the deficiencies of the product-centric model and began to consider the transformation needed to become customer-centric.

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As banks struggle to generate new revenue, more are increasing their focus on middle-market companies (typically $10 million to $100 million in revenues) because they are attractive clients for lending, fee generating products and cross-selling.

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Retail banking has never had to focus on a comprehensive sales process.

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

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