We live in an age of “big data” but sometimes this amounts to data overload.

Working with “digitally-savvy” mass affluent customers, particularly on wealth management issues, requires moving away from a branch-centric service model to one that leads with digital tools and includes some personal interaction from a skilled investment advisor.

Many banks are devoting an increasing amount of their marketing and technological resources to court the mass affluent, who represent 13 million households with a total income 50% higher than the U.

Financial institutions are facing extreme polarity in the financial needs and wants of the baby boomers, on one side of the spectrum, and the millennials on the other.

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

“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.

In the throes of the credit crisis five years ago, who would have guessed that Collections would turn out to be one of the most ardent keepers of the customer experience flame? But it’s true.

Want to be able to hone in on what product your best business customers are likely to want next and which prospects will be the most profitable to target? Consider utilizing a “segmentation toolkit,” said Susan Brown-Monforte, senior vice president and marketing group manager for San Diego-based California Bank & Trust.

A friend reports on a recent and rare visit to his bank branch: “I felt like I was in a time warp.

In the wake of recent regulatory restrictions on fee income and the continuing sluggish economy, financial institutions are increasingly targeting certain high-profitability affluent and mass affluent customer segments.

When Singapore-based OCBC Bank decided it needed to more aggressively pursue the large and growing young adult market in that country, it took what it would call a very “frank” approach to reaching this audience.

For a good decade or more, when it came to knowing the customer, the banking spirit was willing but the technology was weak.

Much has been written about the opportunity for banks to advise affluent customers on retirement planning.