GrahamAug 9, 20211 minUnderstanding the true value of leads and contactOne 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...
-Jul 7, 20211 minThe future of banksI recently had the privilege of writing an article for the latest edition of the Lafferty Group’s publication, The Statement. In the...
StuartJun 22, 20211 minBanks would be perfect without customersEver 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...
GrahamJun 17, 20211 minNobody understands retail banking“We’ve arranged a society based on science and technology, in which nobody understands anything about science and technology.” Carl Sagan...
GrahamJun 8, 20211 minIs 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...
StuartNov 11, 20201 minSeven Steps to a smarter businessStart your steps with our Creating Sustainable Value Assessment. Our Creating Sustainable Value Assessment helps our clients understand...
StuartNov 10, 20201 minSeven Steps to a smarter businessStep 7 - Build trust for long-term value & loyalty Banks have lost the trust of their customers. No longer trusted to do the right thing...
StuartNov 9, 20201 minSeven Steps to a smarter businessStep 6 - Deploy a customer-centric marketing system Understand how they choose & buy - deliver to their capabilities, not yours. Engage...
StuartNov 6, 20201 minSeven Steps to a smarter businessStep 5 - Gain insight from your segments Meet & listen to your customers - don’t rely on ‘tick-box’ surveys. Applied insight comes from...
StuartNov 5, 20201 minSeven Steps for a smarter businessStep 4 - Build & manage customer segments Start simple, with data on: ‘whether the customer pays the bill’ (covers the costs of their...
StuartNov 4, 20201 minSeven Steps to a smarter businessStep 3 - Get the right people, with the right soft skills Hire for the skills you need, including ‘soft skills’ like empathy, and...
StuartNov 3, 20201 minSeven Steps to a Smarter BusinessStep 2 - Mobile first, but don't forget customer capabilities Consumers choose providers based upon their ability to deliver & search out...
MichaelNov 3, 20201 minSolving customers' problems in a difficult timeConverting a segment of loss making customers into profit making is no easy task. Understanding the challenges that your customers face...
StuartNov 2, 20201 minSeven Steps to a smarter businessStep 1 - Its about the customer, not the product Its not about the channel either! Many banks are struggling to stay relevant to their...
StuartOct 28, 202010 minThe 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...
StuartOct 28, 20201 minThe Customer Imperative - Our one Minute SummaryShort 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...
StuartOct 27, 20201 minTelescopes 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...
-Oct 22, 20201 minWhoever holds the customer's data, winsA few years ago, if consumers were multi-banked, the bank that received a customer’s salary and paid their utility bills was their...
CarlosOct 21, 20202 minBanks Revenue ChallengesAt the Smarter Way we are normally focusing on the lack of true customer centricity by companies in general, discussing, analysing the...
StuartOct 8, 20201 minHappy with your answers to these questions?If not, we can help. Contact us for a confidential discussion.