Bankers and advisors will almost always tell whomever asks that their business is founded on solid customer relations. They’ll tell you emphatically that financial services is a customer relationship business. It’s founded on trust and the only way to truly trust someone is to know them personally. But the reality of the matter is that [...]
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I got another customer satisfaction survey from my bank the other day. Once again a request for me to take my time to tell them how they are doing. Once again a perfectly framed poll asking closed ended questions so that someone, somewhere can report their score delta and check off an item on their [...]
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We’ve all heard the old saying, “Home is where the heart is.” We often love our homes. Some of us swell with hometown pride. I think it’s part of our tribal notion of identity - a coping mechanism that lets us say, “I’m alright.” Underneath it all is our ego. Yes, [...]
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Posted in Uncategorized, community, consumer behavior, consumer generated content, marketing, social branding, social marketing, social media, social network, web on Jun 14th, 2011
SHARETHIS.addEntry({ title: “Fighting Back from Social Media Hoaxes”, url: “http://spurspectives.com/fighting-back-from-social-media-hoaxes/” });
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As a financial planner, your clients put their trust in your capable hands every day. They share their goals, dreams, hopes and expectations with you. They depend on you to navigate the curves, turbulence and life changes as a part of doing business and you do a fine job for them.
Did you ever stop to [...]
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Posted in banking, branding, community, consumer behavior, consumer engagement, customer engagement, customer interaction, financial services, marketing, network, social network on Jun 1st, 2011
I moved 11 years of account history with Bank of America to a local Overland Park, Kansas bank with one branch location.
When I say local, I mean 20.69 miles from my home. Pretty big inconvenience for me, wouldn’t you say? Yes and no.
I’m a loyal customer to my new bank for a few different reasons. [...]
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I have conversations every day with bankers and financial advisors. A question I often ask is how they market themselves to acquire new customers. My favorite answer from them is, “we’re referral-based – we don’t use marketing.” And, tongue in cheek, I reply, “and how is that going for you?” because I know from published [...]
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Posted in Uncategorized, branding, consumer behavior, consumer perception, customer interaction, donor engagement, marketing, marketing innovation, social marketing, social media on Mar 28th, 2011
The quest for ROI is distorting how we conduct marketing. In a desperate attempt to appear relevant to the C suite, there is a mad rush to test and measure. We gather and process quantitative data with the fervor of a 49er mining gold. Hey, I am all for marketing analytics [...]
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Posted in banking, consumer behavior, customer relationship management, donor engagement, financial services, marketing, marketing innovation, personalized marketing, social media, transformation on Jan 3rd, 2011
Gartner predicts U.S. tablet sales will exceed 20 million in 2011. By this time next year 10% of all Americans will have a tablet and half of us will have smartphones - a year later will see ⅓ of us with tablets. Gartner goes on to predict that by 2015 most [...]
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Posted in banking, branding, consumer behavior, consumer engagement, consumer perception, customer engagement, financial services, follower, imitation, individualized marketing, investment, leader, marketing, marketing budget, marketing innovation, personalized marketing, social marketing, social media, social network on Oct 18th, 2010
I talk to a lot of community bankers. They’re fascinating people. Just like anywhere else, no two are alike. Everyone has a unique story. The same is true of the banks they run. They’re all different with their own unique culture. Yet, they all seem to share a common problem with marketing differentiation. How can [...]
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