Katie Kuehner-Hebert
Sep 22, 2022

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

With the market anticipating higher interest rates, banks may find it increasingly difficult to get customers to accept longer-term deposit accounts.

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In today’s digital economy, banking, like other industries, faces “disruptive” expectations from customers.

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Influencing a customer’s decision to choose a specific credit card for any given transaction from her wallet can be challenging for card issuers.

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It goes without saying that retail banking has many moving parts and Bank-at-Work programs are no exception.

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One important lesson that all bankers learned during the financial crisis was that trust is essential to their success and that once an institution loses that trust in the eyes of its customers, regulators or the public, it’s a long and difficult road to win it back.

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While bankers have generally become more sophisticated in their understanding and execution of profitability analysis, all too often, they are limiting their potential for success by failing to utilize tools such as funds transfer pricing (FTP) to their full capabilities.

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We all love lists, particularly those New Year’s resolutions for improving our businesses and ourselves.

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Like many other large, complex and regulated industries, the very foundation of banking is being challenged, to the point that we often hear the saying,“Banking is necessary; banks are not.

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Even as overall customer satisfaction with banks continues to rise, banking today is faced with a number of serious challenges; including the rise of non-bank competitors and the commoditization of core services in a digital age, both fueled by rapid advances in technology-enabled platforms.

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There’s been a lot of debate about millennials and their likes and dislikes.

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It’s common knowledge that it’s easier and cheaper to sell to existing customers than to attract new ones.

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Bankers need help selling to demanding, savvy customers in all channels.

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Stretching back to the 1980s, a key worry with branch consolidation has been customer attrition, or the risk that accountholders will take their business elsewhere if their anchor local branch is closed or merged with another location.

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According to recent census information, the millennial generation now outnumbers the baby boomer generation.

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It’s a simple fact: Millennials are your future customers.

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The last five to seven years in retail banking have been dominated by the arrival of omnichannel, that is, a bank’s ability to allow the customer to pull a tailored customer interaction through the customer’s preferred combination of channels.

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Customer wait time is one of the most reliable leading indicators of customer satisfaction in retail because, well, customers don’t like to wait.

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Many banks are now in the midst of their budget and planning seasons, aimed at improving efficiency and performance in 2016.

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How do banks build buzz with social media? I’m not going to make you wait until the end of my article to get the answer.

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