Is a rebrand in your future? Don’t do anything without this list of five must-ask questions.   GET THE LIST

Article Archive

Most Recent Articles

This Amp Goes To Eleven

In a DM News article called “Marketers can seal the deal with new high-tech envelopes”, the CEO of the Envelope Manufacturers Association said: Next-generation technologies will make the envelope even more versatile and powerful. These include electronic ink [which] can turn envelopes into tiny billboards. The face of mail is going to change dramatically as […]

More

Fallacious Thinking On Banking Channels

Alan Gemes, a VP at Booz Allen Hamilton, was quoted in Finextra as saying: Banks are failing to capitalise on the enormous potential of key growth channels such as online and mobile sales forces, because the performance of these channels does not meet customer needs and expectations.” What’s wrong with that statement? No, “capitalise” is […]

More

A Tale Of Two Strategies

The Gainesville Sun tells of a woman who’s fighting her credit union over fees she was charged for not using the CU’s telephone banking system, not having her transaction slip ready at the drive-through window, and for coming in more than four times a month. Meanwhile, another credit union rolls out its “Signature Membership” program […]

More

Bank Cross-Selling: Taking Money From One Pocket And Putting It Another?

The Kehrer-ENSI Financial Institution Investment Program Benchmarking Study has measured disintermediation — the percentage of a bank’s investment sales funded by its own deposits — since 1991. The most recent study (2005) found that 34% of the funds used to purchase bank investments came from deposits of the same bank. That was up from 33% […]

More

Off-Topic: Rejected Titles For The Sopranos

While I’m on the subject of The Sopranos, the following is a list of titles HBO considered, but (obviously) rejected: The Tenoraltos Carm And Tony’s Excellent Adventure There’s Something About Tony Mister Congeniality I Love Tony Who’s The Boss? Tony Soprano’s Series Of Unfortunate Events Honey, I Snuffed The Kids Brokeballs Mountain The Nutty Godfather […]

More

Management Lessons From Tony Soprano

The Sopranos run has ended. Easily one of the best television shows of the past 40 years (as long as I’ve been watching), it’s more than just great entertainment. The show also provided lessons for executives in today’s (more) legitimate business organizations: When it comes to people, do what’s right for the firm, not your […]

More

Moments Of Truth

My sympathies go out to Elana at Forrester who had her wallet stolen recently. She recounts her experience on her blog. Her prescriptions to financial services firms are right on. Here’s what I’d add: Financial services firms must identify the moments of truth.” Customer loyalty to financial firms is driven by the stories customers tell […]

More

It's A Fine Line

Computerworld reported that HarborOne Credit Union sent TJX an invoice for the $590k it says it incurred in actual costs and damage to its reputation as a result of the retailer’s data security issues that came to light a few months ago. I imagine that some within the CU community are saying “Yeah! Go get […]

More

A Little Knowledge Is Great Marketing

American Banker reported yesterday that Bank of America will launch an online and in-branch advertising campaign called “A little knowledge is a powerful thing” to educate consumers about banking and credit card fees. The article calls the campaign “ironic” since more than half of BofA’s revenue comes from non-interest income. Bruce Hammond, president of BofA’s […]

More

The Guy Who Designed The 2012 Olympics Logo (Reprise)

I’m rethinking the previous post. How could be I so short-sighted not to see what a genius this guy is? He wasn’t drunk — he was brilliant! He could have tried to design something that would capture the feel and set the tone for the 2012 Olympics. But, nooooo, he designed something so butt-ugly that […]

More

The Guy Who Designed The 2012 Olympics Logo

Technorati Tags: Olympics, Branding, Logo

More

Books That Seth Godin Should Have Written

Having finished reading the pile of books I took out of the library, I broke down and started reading Seth Godin’s new book, which I got for free at my firm’s recent conference (where Godin spoke). After page three, I had had enough, and started thinking about the books that Godin should have written: The […]

More

What Financial Firms Can Learn From The Grateful Dead

A few years ago, I wrote something called “What Bankers Can Learn From The Grateful Dead.” This comment, from Ron Bensley Jr. on Modern Marketing, reminded me of that: Latteland Community Credit Union (pseudonym) recently imposed an 8% fee for using their formerly-free coin machines. From a marketing and member-relations standpoint, this was a poor […]

More

Wanna Know Why Consumers Don't Trust Banks?

Then read this post from a fellow blogger. I don’t, for a second, believe that this is an isolated example. If the firm in question — and I don’t care who it is, and I’m not going to mention it by name — had been forthcoming with the details, one of two scenarios would likely […]

More

Life With Jessica

Colin recently wrote about the responsibility bloggers have to be understood. Few are as good as Jessica Hagy of Indexed site fame. Her ability to effectively communicate with graphics has been the inspiration for a number of my posts. As I was reading her site recently, a thought popped into my head: What if she […]

More

And I Thought I Had It Bad

Earlier this week, I posted some comments about some experiences I had with a couple of firms I do business with. After reading this paper from a professor at the IESE Business School, I have to admit that I had no right to complain. My experiences pale in comparison to what this guy went through. […]

More

Financial Check-Ups

Matt, the Credit Union Warrior, asks a great question: We all have annual health screenings. Why don’t we put a similar level of importance on our financial health?” You might be tempted to think it’s because of cost. After all, if you’ve got health insurance, the out-of-pocket cost for your annual check-up is minimal, and […]

More

Homepage Politics

One of the silliest games that firms play is What should we put on the home page?” In many firms, you would think that home page real estate was more valuable than oceanfront property in Malibu. Product managers and LOB execs often believe that their products have a “right” to be on their company’s home […]

More

Quien Es Mas Stupido?

Remember when Saturday Night Live used to play Quien Es Mas Macho? I’m going to play Quien Es Mas Stupido? Here are today’s contestants: Contestant #1 is my Internet services provider. I agreed to upgrade to their fiber optic service and made an appointment to have a technician install the service. But when my wife […]

More

Off-Topic: Jeopardy Categories I Can Beat Ken Jennings At

1) Things That Go Wrong With A Volvo S80 2) Canadian Online Banking Sites 3) Grateful Dead: The Wall Of Sound Era 1973-1974 4) Who’s Got A Loyalty Program? 5) 101 Things Home Depot Sells To Kill Lawn Grubs That Don’t Work 6) Gourmet Restaurants Of Ticonderoga, NY I’m counting on Ken not knowing about […]

More