It's no secret that banks are being forced to deal with new government regulations. They're also searching for answers on how these new regulatory measures will impact their customer relationships. Many banks assume that eliminating free checking or charging a fee on debit cards would negatively affect customer retention and loyalty.

But evidence suggests otherwise. According to recent research, bank ...

It’s been long recognized that checking accounts are the workhorse of retail banking and create the best opportunities for other relationships to develop between the bank and its customers—check cards, bill pay, and the like. At any given time, 16 to 26 percent of the population is seeking a new checking account. However, your bank’s goal should seek to do ...

Join us at the ABA Marketing Conference and learn more about how our services and solutions can help you build stronger, more profitable customer relationships!

Visit us at Booth #314 (near Cyber Lounge)
September 18-20, 2011
Marriott Baltimore Waterfront

FREE Book Signing by PeterSheahan

ABA keynote speaker and bestselling author
Insight Ecosystems - Booth #314
Monday, September 19 - 9:15 ...

If you’re over 40, you probably remember how banking used to be. Going with your parents to the neighborhood branch. Patiently waiting during grown-up chit-chat. Plastic piggybanks. A slowpoke sucker or tootsie pop as your parting gift.

Back then, banks built relationships with customers on a personal level. Chances were good your banker knew your parents, lived in the neighborhood ...

“One of the sure signs of a bad or declining relationship is the absences of complaints from the customer,” reports Harvard professor Theodore Levitt. “Nobody is ever that satisfied, especially not over an extended period of time. The customer is either not being candid or is not being contacted.”

If you’re not getting customer complaints, you may be missing opportunities ...

The banking industry continues to change at an unprecedented pace and is being confronted constantly with new challenges. According to the 2010 ABA Bank Marketing Survey Report banks listed regulatory changes (39.9 percent) and growth and retention (22.9 percent) as the biggest marketing challenges they will face in the next 12 months.

The latest regulatory changes threaten to reduce debit ...

Sure, customers come and go. But the ones who go often leave their bank in the dark about why they left—and worse, with no effort by the bank to win them back.

Research shows that most customers actually come into the branch to close their relationship. It’s a prime opportunity to try to save the relationship; yet the bank staff ...

Many banks believe they have a relationship with their customers based on customer satisfaction ratings. They tend to assume that customer satisfaction equates to relationship strength and an indication that clients will stay longer and buy more products and services.

However, a survey by the American Bankers Association revealed that satisfaction is not a guarantee of loyalty. Therefore, while it ...

I find that most industry white papers focus on the importance of cross-selling in the first 90 days of a new customer relationship. It’s a theory likely borne of the belief that cross-sell effectiveness declines after that point in the relationship.

According to BAI, almost 81 percent of a bank’s opportunity to cross-sell happens in the first 120 days. Couple ...

Technology has become a double-edge sword for the financial service industry. It has lowered the operating costs for banks and added convenience for their customers; however, it has also eroded the customer relationship. Customers no longer have to come into the bank to make a transaction, or leave the comfort of their homes to find low rates and special promotions. ...