Consumers will overlook or rationalize transgressions in trustworthiness and integrity to get what they want done done.
As the pundits yell and scream about the need for, and benefit of, simplicity in banking, the place to start may very well be in the branch.
Financial institutions are rightfully focused on innovating and creating cultural change, but they're missing one important ingredient.
There are plenty of things wrong with the Wells Fargo scam, but three things in particular are really screwed up about the whole mess.
Strategic planners are looking out and asking, "What could screw up our plans?" Here are three things threatening to squeeze community-based financial institutions.
For a typical $1.5 billion financial institution, closing the performance gap could yield a 50% increase in non-interest income.
What, exactly, is "the customer experience"? My take: Just a nonsense business term that reflects our desire to simplify the complex.
Calls for banks to pair up with fintech companies are misguided, and what's happened so far doesn't remotely qualify as "partnerships."
More than half of consumers said they'd prefer to receive updates from companies they do business with through snail mail. Something fishy is going on here.
From a banking perspective, the differences between sub-segments of Millennials are too big to ignore. Let's stop treating Millennials as a single segment.
Many companies are frustrated with their strategic planning efforts. The reasons why can be found on the back cover of Pink Floyd's Dark Side of the Moon.