A Major Marketing Opportunity For Financial Firms Is Brewing
With a billion dollars flowing into consumer deposit accounts, there are new opportunities for retailers and travel providers.
The Importance Of Cross-Channel Customer Experience Design
Facebook Twitter LinkedIn Email Print Alain Jourdier, at Marketing Bytes Man, tells of his bad experience opening a bank account online. To make his not-so-long story even shorter, (and omitting the name of the offending bank, since that’s not important here), Alain says: I recently opened an account online….and then the next day went to […]
You Should Only Hope For Frequent Contact With Your Customers
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. As part of a special section on “Building A Better Customer Experience,” American Banker re-published an article (pw req’d) yesterday that reported the extent to […]
The Stories Loyal Customers Tell
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. In the course of doing consumer research, I’ve heard the following stories from loyal financial services customers: #1: A man in his late-50s, when asked […]
The Future Of Customer Experience Management
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Christopher Meyer and Andre Schwager’s February 2007 Harvard Business Review article “Understanding Customer Experience” brings, perhaps for the first time, the topic of customer experience […]
The ONE Question To Ask Customers
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Larry Freed really tees off on Fred Reichheld and the Net Promoter Score concept on his blog, calling the book a fraud. I think Larry […]
What’s The Value Of An Email Address?
What is the value of an email address for a financial marketer? It requires looking at it from a new perspective.
Constructing Marketing’s Key Performance Indicators (KPIs)
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Been listening in on a conversation between Gary Angel and Eric Peterson regarding web analytics KPIs. Eric says: Key performance indicators should be included or […]
Retailers Must Improve The Cross-Channel Customer Experience
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Allurent recently released results of a survey which found that 41% of consumers — up from 28% in 2005 — said that a frustrating online […]
Investing Beyond The Four Walls Of Marketing
Facebook Twitter LinkedIn Email Print There are some common complaints I hear senior execs voice about marketing: Marketing is too insular — they’re not out there with customer service and sales trying the better understand the customer”, and “Marketing doesn’t tell us where we should be investing to deepen our customer relationships.” If this frustrates […]
Nationwide’s Super Bowl K-Fed Ads: How Consumers Will React
Facebook Twitter LinkedIn Email Print Nationwide is previewing their Super Bowl ads with Kevin Federline on its site. When millions of viewers see it during the Super Bowl, here’s how they’ll react: “That was cool, but what the hell is an annuity? Hey, any more beer in the fridge?” Financial professionals are fond of saying […]
One Loyalty Program’s Impact On A Bank’s Customer Relationships
Facebook Twitter LinkedIn Email Print The Aite Group recently published an excellent report on reward/loyalty programs in financial services. I can’t share their analysis and forecasts here, but they did give me permission to share the following chart, which shows the impact that Banco Popular’s loyalty program, Premia, had on the depth of their customer […]
Bank’s Ad Spending Effectiveness
What Is The Spending Effectiveness of Advertisements in the Banking Industry?
What Marketers Should Learn From IT
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Not “about” IT… but “from” IT. It’s not news that marketers are under the gun to demonstrate ROI. CIOs are laughing under their breaths — […]
BankerSpank: Cute, But Ineffective
Facebook Twitter LinkedIn Email Print A series of ads on BankerSpank.com parodies the PC/Mac ads, this time with Bank and Credit Union. They’re cute ads…but they won’t drive any business a credit union’s way. One reason why Apple fanatics are devoted to the brand is that they see themselves as different from the stuff-shirted, boring […]
Stop Measuring Your Net Promoter Score
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. A number of observers have eloquently weighed in on the weaknesses of Fred Reichheld’s Net Promoter Score (for an excellent discussion go to Adelino de […]
Sense And Respond Marketing
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Gary Hamel was the first management thinker to write about the concept of core competencies. It’s too bad this concept has fallen out of favor. […]
The Unintended Consequences of Email Best Practices
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Smart firms often deploy email practices like: 1) integrating email campaigns across channels; 2) following up on abandoned shopping carts; and 3) communicating special rewards […]
Why Credit Card Response Rates Are Declining
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. A Wall Street Journal from a few months ago suggested that the “pesky piles of credit card offers that clog mailboxes may taper off a […]
In-bound or In-terruption Marketing?
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Inbound marketing is a hot topic. Fifty-eight percent of the firms Forrester Research surveyed in 2005 said they practice inbound marketing, while another 27% planned […]
CYA (Count Your Assets)
Facebook Twitter LinkedIn Email Print In the October 2004 issue of the Journal of Marketing, Roland Rust and colleagues wrote that: “Marketers are under pressure to show how marketing investments add to shareholder value…[and] must identify the assets in which they invest and how those assets contribute to profits.” Marketing executives know this all too […]
