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 a senior analyst at Aite Group 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.
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.
Marketing analytics is more than just deploying some advanced statistical techniques, but many banks and credit unions lack the critical skills to execute.
The front line in the banking industry ain't what it used to be. Today, the primary point of influence is increasingly in the digital channel.
The CFPB reported that nearly half of borrowers do not shop for a mortgage. That would depend on how you define "shop for."