Understanding the true value of leads and contact
One of the easiest ways for a bank to improve the return on the cost of their highly paid financial advisers is to understand the true...
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- Jul 7, 2021
- 1 min
The future of banks
I recently had the privilege of writing an article for the latest edition of the Lafferty Group’s publication, The Statement. In the...
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Stuart
- Jun 22, 2021
- 1 min
Banks would be perfect without customers
Ever felt that you’re a hinderance to your bank? Only banks have pro-actively tried to get rid of customer contact by treating them only...
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Graham
- Jun 17, 2021
- 1 min
Nobody understands retail banking
“We’ve arranged a society based on science and technology, in which nobody understands anything about science and technology.” Carl Sagan...
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Graham
- Jun 8, 2021
- 1 min
Is virtue signalling at bank brand level a cover for ever declining service quality?
Have you noticed the shift in recent years from banks promoting service propositions to making (often vacuous) statements and...
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Stuart
- Nov 11, 2020
- 1 min
Seven Steps to a smarter business
Start your steps with our Creating Sustainable Value Assessment. Our Creating Sustainable Value Assessment helps our clients understand...
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Stuart
- Nov 10, 2020
- 1 min
Seven Steps to a smarter business
Step 7 - Build trust for long-term value & loyalty Banks have lost the trust of their customers. No longer trusted to do the right thing...
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Stuart
- Nov 9, 2020
- 1 min
Seven Steps to a smarter business
Step 6 - Deploy a customer-centric marketing system Understand how they choose & buy - deliver to their capabilities, not yours. Engage...
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Stuart
- Nov 6, 2020
- 1 min
Seven Steps to a smarter business
Step 5 - Gain insight from your segments Meet & listen to your customers - don’t rely on ‘tick-box’ surveys. Applied insight comes from...
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Stuart
- Nov 5, 2020
- 1 min
Seven Steps for a smarter business
Step 4 - Build & manage customer segments Start simple, with data on: ‘whether the customer pays the bill’ (covers the costs of their...
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Stuart
- Nov 4, 2020
- 1 min
Seven Steps to a smarter business
Step 3 - Get the right people, with the right soft skills Hire for the skills you need, including ‘soft skills’ like empathy, and...
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Stuart
- Nov 3, 2020
- 1 min
Seven Steps to a Smarter Business
Step 2 - Mobile first, but don't forget customer capabilities Consumers choose providers based upon their ability to deliver & search out...
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Michael
- Nov 3, 2020
- 1 min
Solving customers' problems in a difficult time
Converting a segment of loss making customers into profit making is no easy task. Understanding the challenges that your customers face...
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Stuart
- Nov 2, 2020
- 1 min
Seven Steps to a smarter business
Step 1 - Its about the customer, not the product Its not about the channel either! Many banks are struggling to stay relevant to their...
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Stuart
- Oct 28, 2020
- 10 min
The Customer Imperative
“It is vital not to lose sight of the people who pay the bills, your customers.” Graham Flower, Smarter Way Mentors Nobody shrinks to...
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Stuart
- Oct 28, 2020
- 1 min
The Customer Imperative - Our one Minute Summary
Short of time? Find out why it's so important to your business in one minute. For more information about how we could help you please...
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Stuart
- Oct 27, 2020
- 1 min
Telescopes are useless if you don’t know which end to use.
On 1st November 2012, we published ‘Banking: In search of relevance. A new model for a new reality.’ explaining how banks had lost...
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- Oct 22, 2020
- 1 min
Whoever holds the customer's data, wins
A few years ago, if consumers were multi-banked, the bank that received a customer’s salary and paid their utility bills was their...
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Carlos
- Oct 21, 2020
- 2 min
Banks Revenue Challenges
At the Smarter Way we are normally focusing on the lack of true customer centricity by companies in general, discussing, analysing the...
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Stuart
- Oct 8, 2020
- 1 min
Happy with your answers to these questions?
If not, we can help. Contact us for a confidential discussion.
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