• Patrick Sanders
    Patrick Sanders Jul 16, 2018

    Give the customers what they want: Less and more

    Customers want face-to-face help with vexing problems and to be left alone to tackle simple tasks. But oddly, some banks can’t tell the difference.

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  • Rising to the Challenge of the Rising Mass Affluent

    • Paul Hyde
    • Ashish Jain
    • Suzanne Lyman
    Nov 20, 2013

    Bankers looking to increase their share of the mass affluent market should focus on the younger segment of that market, who are more inclined to work with banks.

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  • Predictable Fees for the Underbanked

    Robert Merkle Aug 6, 2013

    While low-income customers, like anyone else, can be turned off by bank fees, making those fees less unpredictable can help keep those customers with the bank.

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  • Collections for Customer Service

    Tom Miller Mar 22, 2013

    Once regarded as a necessary but decidedly unglamorous back office operation, Collections has emerged as a tool banks can utilize to retain customers.

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  • Understanding Customers with Segmentation Toolkits

    Katie Kuehner-Hebert
    Katie Kuehner-Hebert Nov 6, 2012

    Segmentation toolkits are a helpful aid to bank marketers in improving their outreach to the most desirable customer segments.

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  • Time to Overhaul Your Analytics Engine?

    • Jim Henschel
    • Chris Menzer
    Jul 24, 2012

    Customer behavior has changed in the Great Recession and customer analytics need to keep pace.

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  • The Segmentation Conundrum

    Lee E. Manfred Jun 11, 2012

    Retail banks face many challenges in their attempts to focus on high-profitability customers, including: what to do about the other 80%? Technology such as mobile and self-service can help.

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  • Youth-Oriented Marketing, Frankly Speaking

    KAREN EPPER HOFFMAN_resized
    Karen Epper Hoffman Nov 8, 2011

    Singapore’s OCBC Bank reaches out to Generation Y with a youth-oriented branch and marketing message.

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