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9 Steps to Improving Bank Cross-Sell Performance

With an increasing need for banks to increase revenues and decrease costs, optimizing every marketing contact has never been more important. In addition to leveraging multiple channels to generate a steady stream of new customers, one of the easiest and most steady sources of new businesses and related revenue is to reach out to current customers for additional business. With the cost of acquiring new retail, small business or commercial customers being five to ten times the cost of retaining an existing one, and with the average spend of a repeat customer being 50-100% more than a new one, bank marketers need to remember that the most efficient investment of marketing funds is to market to customers that already bank with you. Here are 9 time-tested, common sense techniques that many bank marketers sometimes forget: Ask questions: Consultative selling has been discussed the focus of the banking industry for decades. In a nutshell, the process begins by clear...

Ten Tips To Doing Finovate Like A Pro

I just returned from my second Finovate event in New York City and I realized that, despite being warned, I was totally unprepared for what was going to transpire when I went to my first event last Spring in San Francisco . As a result, I didn't experience the full benefit of the event. For Finovate Fall, however, I was much more prepared for the onslaught of great ideas, interactions and multi-sensory experiences that are legend at Finovate. While the next U.S. event is more than 6 months away (there are upcoming events in Asia and London), I thought I would share my survival tips for anyone lucky enough to attend Finovate. Arrive Early: Unlike other conferences where the attendees are divided into several rooms for breakout sessions, the entirety of Finovate takes place in one big hall. Even if the crowd is divided into different viewing venues (which occurred at FinovateFall), it pays to be early, since the best viewing locations (and close accessibility to outlet...

Credit Card Satisfaction (and Confusion) Increases According to New Study

Despite being confused by the myriad of changes made by many institutions around rewards structures and terms, consumer satisfaction with their credit card issuer increased for the fourth straight year according to a just released 2013 U.S. Credit Card Satisfaction Study from J.D. Power . According to the study, American Express continued their dominance of the credit card satisfaction ratings for the seventh straight year, with Discover Financial Services being ranked second followed by Chase at third. The study, which surveyed 14,000 credit card holders in May and June of this year, found that overall satisfaction with credit cards rose 14 points in 2013 from 2012, to 767 on a 1,000 point scale. This was the highest level of satisfaction since the study was initiated in 2006. Satisfaction is measured by examining six key factors, including interaction, credit card terms, billing and payments, rewards, benefits and services and problem resolution. "The fact...

Siri: My Bank 2.0 Concierge

The introduction of Siri as the star feature of the new iPhone 4S already appears to be setting the stage for a major change in the way people interact with their phones. By combining insight reminiscent of IBM super computer Watson and the voice of a willing assistant, marketers from all industries can leverage this technology to simplify the way we complete tasks with voice commands. There is no doubt that Siri's introduction represents the mainstreaming of voice recognition and natural language interface in much the same way that the introduction of the iPad mainstreamed tablet computing. Siri represents something of a paradigm shift in how we will interact with mobile devices going forward, and there are few places where this movement from keystroke to voice command will impact business more than banking. While today's voice technology in banking does fairly well in being able to recognize basic transaction commands and process rudimentary transactions, leveraging t...

From Passbook to Mobile: The Evolution Of The Bank Account

"Some might argue that nothing replaces a face-to-face relationship. That assumes that a digital, mobile experience is inferior to face-to-face. And while that may have been true in the past, that's not going to be the case in the future. Welcome to the total disruption of retail banking". By Brett King, Bestselling author of Bank 3.0 and founder and CEO of Movenbank . In 2009, I was visiting the head of retail for a major retail banking brand headquartered in Asia, and with a growing presence in the Middle East. This was 2 years after Apple's phenomenal launch of the iPhone, and by this time the iTunes store already had close to 100,000 apps and had surpassed a billion downloads. People were clamoring to get the iPhone, with unlocked 'grey market' phones available everywhere you looked in Hong Kong, Dubai, Shanghai and Singapore, because to that point, Apple had not launched the iPhone anywhere outside of countries like the U.S. But sitting i...

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