The financial industry is being reinvented as mobile-first generations grow in buying power. Physical branches sit empty as customers flock to digital solutions. Almost everything customers want to do can be done online — and millennials Read More
Big data, small data, and that’s-not-all data: It’s everywhere. But harnessing it to create an actionable strategy can prove overwhelming. Regardless of what kind of data you work with, know that you can—and should—use it Read More
In an effort to drive revenue, banks continue to place inordinate time and attention on improving sales culture. Experience shows this effort often ends up fruitless and yields disappointing results. Wells Fargo’s toxic sales culture mentality and the Read More
You can wait for customers to find you or meet them where they already live. Here’s how online social and strong mortgage guidance intersect.
It turns out that it’s not just the banking industry’s conservative nature and relatively slow innovation cadence that makes them a juicy target for fintechs. Banks can also be significantly hindered by their historical operating Read More
In an oversaturated market rife with competition, financial service providers struggle for differentiation—clamoring to shatter the noise floor and garner customer attention. And what do customers want? Easy, user-friendly, personalized customer experiences that get them Read More
Hotel chains such as Marriott International—with multiple brands under a corporate umbrella—can provide bank marketers for with the ultimate destination for fresh ideas.
Here’s why: Hotel chains often have a lock on maintaining customer Read More
Much has been said about millennials (those born between 1981 and 1996) and how they don’t seem interested in traditional banks—a curious state of affairs, given that people need and use banking services for life. Read More
While financial services organizations know the importance of search engine optimization (SEO), few emphasize the need to optimize search and support on their websites. At the same time, more people than ever now engage with Read More
Whatever news the cheery Monday morning email passes on from the C-suite to the ground troops, everyone needs to make sure they absolutely, positive know who sent it. In fact, it’s paramount. All things being Read More
Facebook, Twitter, Instagram, Snapchat and other social media channels play a tremendous role in the everyday lives of many businesses–including banks and other financial institutions. These platforms make it easy to announce company news, provide Read More
Most people would sooner talk about politics, religion and romance than start a conversation on income levels or credit scores. Perhaps that even describes the person sitting in the cubicle next Read More
Relationship management has changed. To succeed in today’s highly digitized world, relationship managers (that is, your sales staff) must cultivate the art of high-touch selling. This means that your people make meaningful human connections that focus Read More
Customer engagement is a two-way street. It’s easy for financial institutions to talk about what they want from their side of the relationship—loyalty, bigger wallet share, primary financial status. But it’s harder to execute a Read More
“Know your customer” (KYC), while a critical regulatory requirement, can quickly get gummy and frustrating when data is scattered across multiple systems. Financial institutions collect massive amounts of customer data—where people live, what they drive, Read More
Can marketing’s creative, spontaneous spirit productively partner with IT’s more structured, security-obsessed culture?
It has to.
The most brilliant big ideas produced by the marketing team will go nowhere fast if the technology needed to Read More
Let’s say your bank or credit union wants to raise its customer experience game. What step would you take first? Balloons in the branch lobby? A cute email on the customer’s birthday? Or how about Read More
Here’s how I think about successful customer relationships these days: Entanglement does not equal engagement.
The way we do business now, in trying to become our customers’ primary financial institution, we entangle them: We get Read More
Despite a newfound fascination with customer engagement, banks know it’s a constantly moving target that doesn’t reward indecision or momentary distractions. It takes strong resolve and concentration to stay on top Read More
Financial services professionals traditionally see their marketing efforts through the lens of the “sales funnel” or “marketing funnel”; it’s been that way for decades. But working within that model could actually cause you to miss Read More