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Banks are starting to recognise the external forces that compel them to engage with their customers online. They are expressing the desire to embrace the opportunities that social media offers and man...
Over the last couple of months, I have presented to a lot of senior banking executives on the subject of social media. The parallels between these presentations have been fascinating. At all these pre...
At a seminar that I attended recently, the discussion turned to, what else, but the new consumer and how she has changed. But the consumer has always been an evolving species, so what’s new? In my v...
At the turn of the last century, store merchant John Wanamaker stated, "Half the money I spend on advertising is wasted; the trouble is I don't know which half." Based on just released rese...
2011 was year that many bankers, and especially bank marketers would love to forget. Not only was focus diverted by the need to respond to new regulations for the second consecutive year (this time it...
Internet bank websites have fundamentally changed the way we manage our money - and entirely for the better. They have put customers in control - with 24 hour access, wherever and whenever you want. T...
Is it wrong for your bank to use your social graph - the personal data you generate within your various social media outpourings - to make decisions about you? Much as in the famous song from ‘The Kin...
The latest figures from the National Customer Satisfaction (NCSI-UK) survey show that large banks are losing customers to smaller banks and building societies because the latter have closer relations...
If you remember, I made a few predictions about 2011 about a year ago. Time to check whether they were realised or not ... 1. Prediction: UK cheque usage drops massively. The UK Payments Council says...
In the past, I’ve given several reasons to explain my preference for printed bills and statements (hyperlink to personal blog post not included). When I received the following SMS recently, I began wo...
It is the New Year and we have decided to share with you our predictions for the payments industry for the next 12 months. This is always a tricky task, especially as the last couple of years have bro...