I recently had the privilege of writing an article for the latest edition of the Lafferty Group’s publication, The Statement. In the...

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...

“We’ve arranged a society based on science and technology, in which nobody understands anything about science and technology.” Carl Sagan...

Have you noticed the shift in recent years from banks promoting service propositions to making (often vacuous) statements and...

Start your steps with our Creating Sustainable Value Assessment. Our Creating Sustainable Value Assessment helps our clients understand...

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...

Step 6 - Deploy a customer-centric marketing system Understand how they choose & buy - deliver to their capabilities, not yours. Engage...

Step 5 - Gain insight from your segments Meet & listen to your customers - don’t rely on ‘tick-box’ surveys. Applied insight comes from...

Step 4 - Build & manage customer segments Start simple, with data on: ‘whether the customer pays the bill’ (covers the costs of their...

Step 3 - Get the right people, with the right soft skills Hire for the skills you need, including ‘soft skills’ like empathy, and...

Step 2 - Mobile first, but don't forget customer capabilities Consumers choose providers based upon their ability to deliver & search out...

Converting a segment of loss making customers into profit making is no easy task. Understanding the challenges that your customers face...

Step 1 - Its about the customer, not the product Its not about the channel either! Many banks are struggling to stay relevant to their...

“It is vital not to lose sight of the people who pay the bills, your customers.” Graham Flower, Smarter Way Mentors Nobody shrinks to...

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...

On 1st November 2012, we published ‘Banking: In search of relevance. A new model for a new reality.’ explaining how banks had lost...

A few years ago, if consumers were multi-banked, the bank that received a customer’s salary and paid their utility bills was their...

At the Smarter Way we are normally focusing on the lack of true customer centricity by companies in general, discussing, analysing the...

If not, we can help. Contact us for a confidential discussion.

There is a lot passion, opinions and pros and cons on the subject of WFH. There is a genuine claim that productivity has increased, as...