Posted on February 15th, 2010 by Tom Groenfeldt
Reinforcing some of the statements in my piece on customer retention in the current issue of Banking Technology, is this amusing comment from Stan Demarest, SVP of segment management at Hibernia National Bank:
“There was an article that came out probably 15 years ago in one of the banking trade journals, saying banks were so product-focused [...]
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Posted on April 17th, 2009 by Tom Groenfeldt
Weird term, onboarding: anyone from outside financial services would be perplexed at hearing there is a specific term for signing up new customers, or that it would be a problem. Yet at a Gartner conference two years ago, a consultant talked about what a big deal it was to be able to pre-fill forms when an [...]
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Posted on June 9th, 2008 by Tom Groenfeldt
When you think about it, a bank and a hotel have a certain similarity. The customer-facing staff stand behind high counters and work with computers.
We arrived at Sofitel St. James around noon on a recent Saturday to prepare for a friend’s wedding. The woman on reception used her phone to check before informing us the [...]
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