Category Archives: Relationship Management
Show Customers that Their Opinions Matter
Like a lot of banks, you may routinely survey your customers. After all, soliciting feedback...
Customers Would Pay More —if Banks Would Find Out What They Really Want
It’s no secret that banks are being forced to deal with new government regulations. They’re...
Turn Complaints into Opportunities—and Save a Customer or Two
One of the sure signs of a bad or declining relationship is the absences of...
Relationship Recovery: An Overlooked Retention Strategy
Sure, customers come and go. But the ones who go often leave their bank in...
Value, Not Satisfaction, Drives Customer Relationships
Many banks believe they have a relationship with their customers based on customer satisfaction ratings....
Myth or Reality: the 90-Day Window of Opportunity
I find that most industry white papers focus on the importance of cross-selling in the...
Nothing Replaces One-to-One Interactions
Technology has become a double-edge sword for the financial service industry. It has lowered the...
PNA: Your Missing Link to Identifying Customer Needs
The account opening process is a perfect time to identify new customer needs because: Customers...