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Measuring the Payoff from Customer Service

Providing superior customer service has been a key differentiating strategy for many financial institutions. After all, we are in a service business and service quality matters. But measuring the payoff has been elusive. We know Read More

By |2022-09-15T09:44:46-05:00April 19th, 2013|Comments Off on Measuring the Payoff from Customer Service

Leading the Parade on Self-Service Banking

There is an old saying that goes something like this: “If you’re going to be dragged out of town by a mob, get out in front fast and announce it’s a parade.”

There isn’t much Read More

By |2022-09-15T09:44:36-05:00April 12th, 2013|Comments Off on Leading the Parade on Self-Service Banking

A Tiered Approach to Overdraft Fees

In 2012, our research shows bank overdraft (OD) revenues down about 20% from their 2008 levels, although they still constitute well over half of the industry’s total checking account revenues. Is it time to rethink Read More

By |2022-09-15T09:43:11-05:00April 9th, 2013|Comments Off on A Tiered Approach to Overdraft Fees

Mobile Virtual Agents for Self-Service Banking

In many industries, great customer service is all about facilitating pleasant, memorable interactions between customers and company employees. The banking industry, however, has recognized a paradoxical truth about customers: in certain contexts, the best customer Read More

By |2022-09-15T09:44:49-05:00April 3rd, 2013|Comments Off on Mobile Virtual Agents for Self-Service Banking

Best Practices for New Product Roll-Outs

Building out or improving remote delivery channels, such as online banking, mobile banking and electronic bill pay, with new products and systems represents one of the greatest opportunities a bank can face – and one Read More

By |2022-09-15T09:43:22-05:00March 20th, 2013|Comments Off on Best Practices for New Product Roll-Outs

Starting Small with Big Data Analytics

Fast-maturing Big Data tools provide companies with the ability to analyze far greater quantities and types of data in a shorter span of time. While retailers and technology companies have made significant developments Read More

By |2022-09-15T09:45:20-05:00March 19th, 2013|Comments Off on Starting Small with Big Data Analytics

Kabbage for Online Credit Advances

For the moment, Kabbage Inc. is only a blip on the radar screen of banks that specialize in small business banking. The Atlanta-based alternative online lender, three years old and funded by venture capital, currently Read More

By |2022-09-15T09:44:34-05:00March 5th, 2013|Comments Off on Kabbage for Online Credit Advances

How Do Banks Survive? Because of Regulations

We recently celebrated the two hundredth birthday of Charles Darwin, who broke through the prejudiced views of the religious world of the Victorian era by being brave enough to say we were descended from apes. Read More

By |2022-09-15T09:44:21-05:00March 1st, 2013|Comments Off on How Do Banks Survive? Because of Regulations

The Marketing Advantages of Social Media

In today’s competitive economic landscape, banks need to ensure that they not only attain customers but also retain them. To that end, financial institutions are looking for ways to deliver the highest quality of service Read More

By |2022-09-15T09:45:34-05:00February 27th, 2013|Comments Off on The Marketing Advantages of Social Media

Price and Product Integration in Mergers

2012 saw the most bank mergers since 2007 as beleaguered institutions look for a way out. Rising competitive pressure has tempered organic growth while tougher regulations have continued to dampen banks’ long-term earning power. These Read More

By |2022-09-15T09:45:01-05:00February 12th, 2013|Comments Off on Price and Product Integration in Mergers

The Risk in Vendor Risk Management

As we navigate the fallout of the worst financial crisis since the Great Depression, focus on the rapidly changing threats to information security, radically improve compliance infrastructures to support regulatory imperatives and work out new Read More

By |2022-09-15T09:45:39-05:00February 5th, 2013|Comments Off on The Risk in Vendor Risk Management

From Commoditized to Customized Deposits

Bankers have grown accustomed over past decades to a plentiful supply of low-cost time deposits from senior citizens that help to properly fund fixed-rate long-term loans. This need for seniors to invest conservatively is timeless. Read More

By |2022-09-15T09:44:09-05:00February 1st, 2013|Comments Off on From Commoditized to Customized Deposits

Self-Funding Your Way to Improved Efficiency

I recently took a phone call from a bank executive bemoaning the fact that it took about an hour to open an account at his bank. “Something is very, very wrong with our account opening process, and I Read More

By |2022-09-15T09:45:15-05:00February 1st, 2013|Comments Off on Self-Funding Your Way to Improved Efficiency

Best Practices for Mobile Remote Deposit Capture

Today, if a bank isn’t offering remote deposit capture (RDC) by a mobile device, it’s likely on their roadmap. In a November 2011 survey of financial industry vendors and service providers, Boston-based Celent LLP found Read More

By |2022-09-15T09:43:22-05:00January 23rd, 2013|Comments Off on Best Practices for Mobile Remote Deposit Capture

Branch Closures Round Two?

Branch closures are never easy work, but U.S. banks had an obvious place to start as they tightened up following the recession. By focusing on hopeless units, the industry closed more than 7,000 branches between Read More

By |2022-09-15T09:43:25-05:00January 18th, 2013|Comments Off on Branch Closures Round Two?

Big Data as Competitive Weapon

The buzzword of 2012 was “Big Data,” but what is Big Data and where did the idea come from?

Big Data is a term that evolved from the Second World War, when the phrase “Big Read More

By |2022-09-15T09:43:23-05:00January 8th, 2013|Comments Off on Big Data as Competitive Weapon

Decision Time for Banks on Mobile Wallet

As the hype around mobile wallets continues to build, many banks find themselves at a crossroads in their strategic thinking.

On the one hand, a mobile wallet represents a valuable communications channel through which Read More

By |2022-09-15T09:43:46-05:00January 4th, 2013|Comments Off on Decision Time for Banks on Mobile Wallet

Managing the Back Office via Desktop Capture

Managing the “behind-the-scenes” of back-office operational areas, such as consumer loans and transaction processing, bears a strong resemblance to putting on a Broadway show. You have 1) a script (your list of tasks and process maps Read More

By |2022-09-15T09:44:43-05:00December 26th, 2012|Comments Off on Managing the Back Office via Desktop Capture

The Miserable State of Small Business Banking

The state of small business banking at most banks, that is, their ability and willingness to serve the needs of small companies, is at its nadir. Despite all the hype from banks about how they Read More

By |2022-09-15T09:45:36-05:00December 10th, 2012|Comments Off on The Miserable State of Small Business Banking