Customer Acquisition and Retention

Last week I wrote about the painful transition Costco customers are experiencing as the retailer’s relationship with American Express ends and a new co-brand partnership with Citi begins. [...]

Over the past several years as banks focused on staying in compliance with myriad new regulations, innovation slowed—nearly to a standstill. In 2015, I predicted it would be the year banks took [...]

We are moving toward an experience economy. Banks sell commodities, so how can they stand out? By showing deep customer empathy and authenticity. At a recent industry conference Barbara Corcoran, [...]

Athletes work on their sports knowledge and skills every day, for weeks, months, and years as they hone their craft. Their strategy is to develop such strong muscle memory that when they are in [...]

Mainstream media often defines the underbanked as consumers who have a checking account and use pay day lenders (or other non-bank entities) on occasion, or as consumers who use prepaid cards but [...]

The Internet has changed the way we shop, pay our bills, communicate, and so much more. Its impact on the supply chain is undeniable. The mobile movement is changing the game again. There is a [...]

With all the different apps available to hold ID, credit cards, and airline tickets, we haven’t yet achieved the convenience that consumers desire for a complete digital wallet. Progress is being [...]

Instant prescreen has been around for more than two decades. This highly effective approach to customer acquisition and cross-sell has new innovations that further enhance its value to financial [...]

There are a few phrases that people use with great confidence, even though their understanding might be quite inaccurate. During a few recent conversations, I’ve realized that “Instant Prescreen” [...]

The ranks of marketers who focus on analytics to build their brands and increase sales is growing rapidly, yet many bank marketers steer clear when the topic of credit attributes comes up. To be [...]