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 [...]
Read Full Post »
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 [...]
Read Full Post »
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 [...]
Read Full Post »
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 of us will have [...]
Read Full Post »
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 [...]
Read Full Post »
Posted in banking, branding, community, consumer behavior, consumer engagement, consumer perception, customer engagement, customer interaction, economic recession, financial services, follower, investment, leader, marketing, marketing budget, marketing innovation, spur communications, SPURspectives, transformation, web on Dec 28th, 2009
Everyone raise your hand up high. Who love’s their bank? Uh-huh. Not much happening out there when it comes to sharing the love for your bank. It’s a tough time in banking. Yet, most banks aren’t seeing this as an opportunity. When everyone zigs you should zag. One bank is doing that and is reaping [...]
Read Full Post »
This is a guest post by author Scott Oppliger at oppliger.typepad.com. Fidelity Labs just released the beta version of an iGoogle gadget that allows account holders to check account balances and receive alerts from their iGoogle page. Fidelity Labs claims to have developed the application themselves, but it looks a lot like a banking widget [...]
Read Full Post »
Posted in banking, branding, consumer engagement, consumer perception, customer engagement, customer interaction, financial services, individualized marketing, kansas city, marketing, personalized marketing, spur communications on Oct 29th, 2008
Have you heard from your bank lately? I mean other than a credit card offer or your monthly account statement? I haven’t heard from mine. I have a personal banker and a banker assigned to my corporate account. I know who they are and they know me. Yet, not a word — the quiet is [...]
Read Full Post »
The Article: U.S. Rescue Fund Is Likely to Foster Bank Takeovers A recent flurry of posts on a banking blog that I watch raised some interesting questions for me regarding ‘the bailout’, ‘financial assistance plan,’ or whatever you want to call it today. The chatter centered on the notion that the money coming from the [...]
Read Full Post »
For some time now I’ve been thinking about what I want in a bank. With my background in web applications and user interface design, I happen to be very picky about the applications I use online. I’ve seen a lot of online banking and online bill-pay applications out there and most of them – strike [...]
Read Full Post »
