During the last decade, community banks in the U.S. may have faced more stress than in any previous period. An “old friend with new ideas,” Roswell, New Mexico-based Pioneer Bank is fighting back. In the latest in a series of steps, the federal savings bank is replacing its ATM fleet and two branches with advanced...Read More
Customers don’t mind hearing from their banks, as long they treat them like a friend. Consumers have long complained about receiving impersonal, irrelevant communications from their banks; think the direct mail credit card offer sent to a customer who already has that card. However, with communication tailored specifically for the customer and delivered...Read More
Since I began focusing on technology solutions for the financial services industry in the late 70’s, institutions have used the term “cross-selling” to describe what is supposed to be going on in the branch environment, intended to increase branch revenue as well as customer ‘wallet share.’ I have always felt that term to be strange. ...Read More
You read the headline correctly. We see articles all the time about ways to make your retail banking transformation a success. But the truth is, successful transformation is as much the result of doing the right things as it is avoiding the wrong things. There are many ways financial institutions (FIs) impair their branch transformation...Read More
Recently I outlined some of the top trends I see in retail today. They all have something in common, and it’s a common theme within the marketplace and the media coverage of our industry: Digital Transformation. The reason digital transformation is so important right now is obvious: smartphone-enabled consumers gather information and shop anytime, anywhere...Read More
Three Strategies to Transform Bank Branches I’ve read many articles about the death of bank branches since I started in the industry more than 30 years ago. Since then, my position hasn’t wavered much: Bank branches aren’t going away—but they must change. Why? Three reasons: For most banks, branch networks are the first or second...Read More
When you think “ATM,” do you think “cash dispenser”? You probably realize that today’s self-service terminals can do so much more than just the old “cash and dash” routine, but what do your consumers think? Have you educated them on that fact or encouraged them to try new transactions at their favorite self-service device? The...Read More
In Bank Director’s 2016 Technology Survey, the participants identified the following as the greatest business concerns in terms of the growth and profitability of their banks: regulatory compliance (59 percent), becoming more efficient (38 percent), competition from other banks (30 percent), regulations from the Consumer Financial Protection Bureau (28 percent), weak economic growth in their market...Read More
