Predictable Fees for the Underbanked

“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.” Sound familiar? It doesn’t just happen with airlines. That is how many of your customers, especially those with lower incomes, react to overdraft and insufficient funds checking charges. They Read More

By |2020-05-27T18:01:03-05:00August 6th, 2013|Comments Off on Predictable Fees for the Underbanked

Winning Back the Middle Market

As banks struggle to generate new revenue, more are increasing their focus on middle-market companies (typically $10 million to $100 million in revenues) because they are attractive clients for lending, fee generating products and cross-selling. However, insufficient market differentiation, dysfunctional organizations, overstaffing or the wrong staff and an inadequate sales management process all combine to limit bank Read More

By |2020-05-27T18:01:04-05:00June 14th, 2013|Comments Off on Winning Back the Middle Market

Collections for Customer Service

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. We are now seeing a bright new Collections culture emerging at banks large and small. It is clearly a welcome development for Read More

By |2020-05-27T18:01:07-05:00March 22nd, 2013|Comments Off on Collections for Customer Service

Buying a Branch? Look Before You Leap

With the expansion of digital channels, a decline in branch traffic and the current industry focus on controlling costs it’s not surprising that some financial institutions are reducing their branch network. In 2012, over 700 branches were closed. Institutions with large branch networks, such as Bank of America Corp., HSBC and SunTrust Banks Inc., have all announced Read More

By |2020-05-27T18:01:07-05:00March 15th, 2013|Comments Off on Buying a Branch? Look Before You Leap

Going Local to Optimize Branch Profitability

Former U.S. Speaker of the House Tip O’Neill famously coined the phrase “all politics are local,” expressing the need for successful politicians to understand and reflect the concerns of their local constituents. And the same sentiment couldn’t be more true for banks and bankers. In this era when consumers and small businesses are migrating away from physical Read More

By |2020-05-27T18:01:08-05:00February 15th, 2013|Comments Off on Going Local to Optimize Branch Profitability

How Bank-at-Work Can Work

"Bank at Work,” or workplace banking, is not a new concept but it’s one that may deserve a second look from growth-starved bankers since best-in-practice banks have embraced this strategy to drive as much as between 40% and 60% of all new consumer accounts. And the time is definitely right for this renewed attention. Fewer customers are Read More

By |2020-05-27T18:01:10-05:00November 21st, 2012|Comments Off on How Bank-at-Work Can Work

Understanding Customers with Segmentation Toolkits

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. Brown-Montforte made her comments during a Read More

By |2020-05-27T18:01:10-05:00November 6th, 2012|Comments Off on Understanding Customers with Segmentation Toolkits

Segment-based Deposit Pricing

Banks face a real quandary as they consider what to do about their deposit portfolios. As asset yields have collapsed, banks have responded with steady reductions in deposit yields, which have fallen by more than 300 basis points since 2007. But even with yields at historic lows, more tightening will be needed given the market outlook for Read More

By |2020-05-27T18:01:12-05:00August 24th, 2012|Comments Off on Segment-based Deposit Pricing

Small Business Still the Charm

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. But Richard Dailey, CEO of the $215 million-asset Apollo Bank in Miami, asserts that a community bank focused on small business customers Read More

By |2020-05-27T18:01:13-05:00August 1st, 2012|Comments Off on Small Business Still the Charm

Time to Overhaul Your Analytics Engine?

A friend reports on a recent and rare visit to his bank branch: “I felt like I was in a time warp. There were signs all around pushing home equity loans. Are those tactics working well these days?” He has a good point. Banks are still in the banking business; they can’t start selling handbags and tattoos Read More

By |2020-05-27T18:01:13-05:00July 24th, 2012|Comments Off on Time to Overhaul Your Analytics Engine?