How long should it take to add your spouse to your bank account? A few minutes seems reasonable to me. However, it took one full hour to accomplish this simple task at my local community bank [...]
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, [...]
Think about the best customer experiences you have ever had. Whether buying something, returning an item, dining out, or taking a flight—simplicity is key. We all want no hassles, friendly [...]
Big data is a nebulous topic. There has been much hype about the subject over the past several years. While it is a difficult task for financial institutions to tackle, there are ways to find [...]
At a recent financial industry conference one of the presenters commented that he’s always surprised when people say that the purpose of a business is to make money. While making a profit is [...]
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” [...]
It is imperative to have skilled people on the front lines. However, they can’t be effective without training, knowledge about the products they are selling and latitude to make decisions on the [...]
We live in a world where instant is an expectation. We can get online and order just about anything with a mouse click, we have instant messaging and television on demand. With all of the amazing [...]
A slew of bad customer service experiences have left me wondering if providing great customer service is a thing of the past. Then a positive experience shows me it isn’t a lost cause. Some [...]
My last blog post focused on creating a retail experience that drives customer loyalty beyond rewards. The bottom line is that knowing what is important to your customers and responding to their [...]
