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Snarketing Archive

The Quest for Video Teller ROI

The important question these days isn't "Interactive Teller Machines (ITMs) or no ITMs?" but "Go completely tellerless or go hybrid?"

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Right-Channeling: The Real Reason to Do Customer Journey Mapping

Exercises in mapping the customer journey should focus steering consumers into the right channels, not simply documenting current channel use.

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The Fading Importance of Physical Engagement in Retail Banking

Columnist Ron Shevlin argues that making future decisions about branches based on the realities of today could be a big mistake.

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How to Calculate Customer Engagement

Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here's how.

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Is Your Bank Ready for the Future?

Research reveals major disconnects between financial institutions' perceived and actual future readiness in areas like digital UX, marketing and data analytics.

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Face The Truth: Your Customer Data Sucks

Many community institutions like to say they "know their customers." Baloney. It's simply not possible considering their lousy data and limited analytics capabilities.

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The Lesson Banking Should Learn From the Trump Election

Consumers will overlook or rationalize transgressions in trustworthiness and integrity to get what they want done done.

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Chatbots vs. The Human Touch: Which Will Win?

In the chatbots versus personal touch battle, it's hard to bet against chatbots when the evaluation criteria convenient/most effective is .

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Make Branches Integral to Cross-Channel Sales… or Shut Them Down

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.

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Driving Culture Change for Innovation in Banks and Credit Unions

Financial institutions are rightfully focused on innovating and creating cultural change, but they're missing one important ingredient.

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3 Problems With The Wells Fargo Cross-Selling Scandal

There are plenty of things wrong with the Wells Fargo scam, but three things in particular are really screwed up about the whole mess.

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Escaping The Squeeze: 3 Forces Challenging Mid-Sized Banks And Credit Unions

Strategic planners are looking out and asking, "What could screw up our plans?" Here are three things threatening to squeeze community-based financial institutions.

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Banks and Credit Unions Are Leaving Money on the Table

For a typical $1.5 billion financial institution, closing the performance gap could yield a 50% increase in non-interest income.

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The Platformification of Banking

Banks that become a platform will create new revenue streams, diversification against downturns in core businesses, and a new type of consumer relationship.

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Is The Customer Experience All It’s Cracked Up to Be?

What, exactly, is "the customer experience"? My take: Just a nonsense business term that reflects our desire to simplify the complex.

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The Top 3 Banking Questions for Chatbots

Voice-activated chatbots that provide account balances or expense categorization are useless. Here are the REAL questions chatbots need to answer.

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What Financial Health Means to Me

A financial health metric could change the basis of competition in banking. At the least, it's an important tool for marketers.

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The Fast Follower Fallacy

Don't believe the nonsense you read about a "fast-follower" strategy. You couldn't do it if you wanted, and you don't need to.

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The Foolish Fantasies of Fintech/Bank Partnerships

Calls for banks to pair up with fintech companies are misguided, and what's happened so far doesn't remotely qualify as "partnerships."

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An Open Letter to Fintech VCs

We expect fintech VCs to drink the Kool-Aid about sweeping, disruptive industry change. But when they try to feed us the Kool-Aid, we need to just say no.

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