• Mar 12, 2018

    Weighing the scale: Should banks explore or ignore Net Promoter Scores?

    Some beloved banks score high on this metric that measures consumer promoters versus detractors. It turns out the score itself has plenty of both.

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  • Business lending as your best marketing strategy

    Josh Glover Aug 25, 2015

    Banks that wish to be competitive in small business lending need to invest in systems that gather more customer data and enable faster decision making.

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  • Implementing improved customer service

    • Deanna B. Lintz
    • Donald H. Wood
    Aug 18, 2015

    Banks that wish to improve their customer service must ascertain customer needs directly from those customers, provide non-filtered feedback to the CEO and generate a written plan that all employees can easily understand.

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  • Personalized mobile apps for marketing

    Pierre Barbeau Jul 14, 2015

    Leveraging mobile apps for marketing purposes requires focusing on knowing your customer, creating an individualized experience and utilizing content marketing.

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  • Moving the needle for consumer financial health

    Debbie Bianucci
    Debbie Bianucci Apr 28, 2015

    The banking industry needs to join forces in a collaborative effort to build financial health for consumers.

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  • Walk, or run, to paperless statements

    • Luke Fiorio
    • Thomas Welander
    • Vincent Weir
    Apr 21, 2015

    While nearly every bank would like to switch its customers to paperless statements, deciding on the correct pace of the transition requires working through three key decisions.

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  • Making a difference with loyalty programs

    Bethan Cowper Mar 30, 2015

    Rather than blindly offering rewards to customers, financial institutions need to use loyalty programs to build brand loyalty.

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  • Preserving the customer experience during mergers

    • Neil Hartman
    • Kyle Hutchins
    Mar 16, 2015

    When doing mergers, banks need to take special care to maintain or improve the customer experience at the combining institutions.

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