Our blog is dedicated to sharing our thoughts and expertise about the banking industry and how you can experience quantifiable results for your financial institution. We invite you to hear the perspectives from our banking professionals through our posts.
When online banking first emerged in the 1990s, it was presented as a simple method to cut costs. The prevailing logic was that the cost-per-transaction – almost always a balance inquiry – was less expensive than a visit to the branch or a call to the call center. The term “Customer Experience” was not yet […]
Can we talk about chargebacks? When a cardholder contacts a financial institution about a non-authorized transaction – also known as a dispute – it triggers a costly, multi-step back-office procedure referred to as a chargeback. Processors can charge as much as $35 for a chargeback only to inform the institution that the merchant denied the […]
As long as there have been financial institutions, there have been frauds and scams designed to separate them from the money they steward. The tactics have changed over time, but the results are the same – the bank is left holding the bag when fraud occurs, and for a small- to medium-sized community bank, the […]
The Financial Brand reports that up to 70% of businesses say that fraud losses have increased in recent years, and more than half of consumers feel they are more of a fraud target than a year ago. Experts warn that Generative AI will be one of the greatest drivers of fraud in 2024, making it more accessible to do-it-yourself […]
What does a high performing financial institution have in common with Rocky Balboa in Rocky IV? More than you’d think at first glance! In the film, Rocky confronts Ivan Drago, who prepares for the match using high-tech equipment, a team of experts monitoring his every movement, and regular doses of steroids. Rocky, however, focuses on […]
For almost a generation now, financial institutions have embarked on a bit of a digital arms race. Starting with the simplest online banking applications and moving up from there, digital banking assets were collected. Technology vendors purchased newer products and included them in their digital suites using traditional programming technology to create interfaces. Today, however, […]
While there are many in-depth approaches to process improvement initiatives out there, often small- to medium-size financial institutions have neither the time nor the resources to tackle a complete overhaul of the organization. With that said, there are countless valuable opportunities available to make small improvements that will lead to excellent results. Cultivating an atmosphere […]
Process improvement means change to any organization and tends to be met with some level of resistance. Because change is not necessarily easy, process improvement projects don’t always move forward like they should. With the constant change in the banking landscape, particularly with technology, it is critical that process improvement projects remain a priority and […]
You’ve done the hard work of acquiring a customer, and now you want to deepen the relationship. Customer Engagement is the process – or journey – that can result in increased loyalty, advocacy, and customer lifetime value. But how does a financial institution go about attacking the Customer Engagement challenge? While there is no simple or comprehensive list of strategies, Tom McGill, PRI Director of Customer Experience, tackles a few topics to consider that can be effective as you move down the engagement path.
Intentional process improvement and how it applies to the strategy and culture of a financial institution is not always at the forefront of senior leaders’ minds. When it’s not, it can easily fall by the wayside. Sometimes FIs subscribe to the view, “If it ain’t broke, don’t fix it.” This perspective can lead to a […]
