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Consistency Matters – Retail Bank’s Omnichannel Challenge

Consistency Matters – Retail Bank’s Omnichannel Challenge

July 25, 2013

Omnichannel has been the newest mantra bandied around in the executive ranks of traditional brick and mortar retailers. Omnichannel is the seamless integration of brick and mortar stores with online and mobile commerce. This form of retailing, which lets consumers move seamlessly among all retail environments, both real and virtual, will eventually be the norm.

It’s a Match for Comerica!

It’s a Match for Comerica!

July 1, 2013

Consumers want a convenient, secure and familiar experience when they interact with their bank online. They also want their bank to understand that they may use multiple channels such as the branch, online, ATM, as well as the customer service center.

Forecasting Customer Behavior

Forecasting Customer Behavior

June 25, 2013

Forecasting customer behavior in banking is not easy. In today’s competitive market, customers are taking greater control of their banking relationships. They are switching banks, changing their behavior and demanding improvements. 

Increase Wallet Share at Point of Sale

Increase Wallet Share at Point of Sale

June 11, 2013

Customers are taking greater control of their banking relationships. First, they are more informed and are switching banks because they are turning to the web to conduct competitive research before they make purchases,  [wallet-sample] including banking products. Second, new and unexpected competitors such as...

How Analytics is Changing Retail Banking

How Analytics is Changing Retail Banking

May 27, 2013

In my previous blog post, titled From Service Culture to Sales Culture – Really?  … Really! I talk about how customer service is at the core of retail banking however the fundamentals of the sales process found in other industries is not present in retail banking.

Improving Retail Sales with Analytics

Improving Retail Sales with Analytics

May 21, 2013

This article was originally printed in BAI Banking Strategies on May 15, 2013. Using customer data at the point-of-sale with eligibility analytics can help banks implement a simpler and more efficient sales process.

From Service Culture to Sales Culture – Really?

From Service Culture to Sales Culture – Really?

March 11, 2013

My background is in the software world where sales are very competitive and sales teams are focused on closing the deal. Every lead was vetted and followed up and entire companies would rally around the sales team just to help them make and close that big sale.

Eligibility Analytics – A new approach to profitable retail banking

Eligibility Analytics – A new approach to profitable retail banking

February 20, 2013

Apple, Nordstrom, and Amazon have been using analytics to personalize the selling experience for years.  Whether you are shopping online at Amazon or working with an Apple or Nordstrom sales rep, analytics about you and your shopping preferences are working under the covers to guide you to products that you are likely to purchase.

2013 – The Year of Retail Banking Customer Analytics?

2013 – The Year of Retail Banking Customer Analytics?

January 28, 2013

It doesn’t look like 2013 is going to be a breakout year for most of retail banking. According to a recent report by Banking Strategies, A Look Ahead to U.S. Retail Banking in 2013, the coming year looks like it will be a replay of 2012, with less than favorable market conditions for strong growth.

Branch Productivity and Making the Right Product Offer

Branch Productivity and Making the Right Product Offer

March 22, 2012

We all know that branches are under productive. We all know that we have to move branches to a sales store and not just a transaction shop. Our own Chairman, retired CEO of Diebold and as Cleveland Federal Reserve Chair, Bob Mahoney, has been talking about this for over a decade.