Ron Shevlin has been a marketing consultant for more than 25 years, working with the leading financial services, consumer products, retail, and manufacturing firms in the world. He is a frequent speaker at industry conferences and events. Currently, Ron is the Director of Research at Cornerstone Advisors where he specializes in retail banking issues including sales and marketing technologies, customer and marketing analytics, social media, customer experience and consumer behavior. You can contact Ron with your snide comments and snarky remarks or invite him speak at your event by sending him an email. You can also follow Ron on Twitter.
I've been conducting consumer research in banking for a number of years now, and while it's certainly debatable whether I've learned anything or not, I would argue that I have learned one thing: There IS such a thing as a stupid question when it comes to market research.
The discussion of financial literacy and health is unproductive as long as we lack a quantifiable, objective, and agreed-upon approach to measuring it.
JD Power released the first wave of its 2015 bank customer satisfaction research. My take: Big bank bashing is a thing of the past.
Some--if not many--bank and credit union CEOs don't appreciate marketing's role and contributions. One CEO went beyond the pale, however.
Think you know which metric is best predictor of customer retention — satisfaction, NPS or and customer effort score? Here are the facts.