Izabella Gabowicz
Nov 19, 2021

Macro trends, combined with an individual’s personal spending patterns, can help banks know and understand their customer base better than ever.

“Without a growth strategy, you are dead in the water,” said Chuck Sulerzyski, CEO of Marietta, Ohio-based Peoples Bank.

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Ninety days – that’s the window of opportunity to cross-sell, upsell and optimize the lifetime value of a new retail banking customer, while their interest is at a peak.

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Increasingly, banks seeking to optimize branch staffing are using qualified part-time tellers to supplement full-time staff during peak volume periods.

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“The bank is dead.

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For most bankers, determining where to put branches is primarily viewed as an “art” – something qualitative, often based on a “sense” of which markets are growing or the opportunity for available space that comes from a realtor telephone call (“You must see this wonderful new space that’s now on the market!”).

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Branch consolidation is a major theme in retail banking this year as institutions pare back their branch networks to reduce expenses and increasingly rely on self-service channels to meet customer needs.

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Recently, several banks have begun addressing branch distribution costs.

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Banks face a real quandary as they consider what to do about their deposit portfolios.

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Do banks “get it right” when it comes to digital strategy? We recently posed that question to somebody eminently qualified to provide an answer: Aaron Dignan, CEO and founding partner of New York City-based Undercurrent, a digital strategy firm noted for working with some of the largest companies in corporate America.

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The signs that credit remains tight abound.

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Community banks are struggling in many areas of the country and there’s been much industry commentary on how this category of financial institution will have a difficult time competing with larger banks in the future.

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“She has the words, but not the music,” said Mark Twain of his wife’s attempts at swearing.

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In our currently tenuous economic environment, opinions about how to manage retail banking and, specifically, the branch system vary dramatically.

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There’s no question that bankers “get it” when it comes to mobile banking and payments, considering that most major financial institutions now offer their customers some package of mobile banking services.

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In an effort to be an obliging father, I recently took my daughter shopping for some new clothes.

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Branch design is a hot topic these days with all the speculation about the “branch of the future” in the wake of gradual customer migration to electronic channels.

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Consider a customer who approaches a bank or credit union seeking a small-dollar credit product.

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Can “crowdsourcing” work in credit cards? UK-based Barclays Bank is trying to find out with its new Barclaycard Ring card.

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At a time when retail banks are particularly hungry for growth, one of the brightest opportunities is the cross-sale of credit to depositors, including consumers and small businesses.

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