Until next year, bankers will be going to the R&D lab and the customer experience center and (dare we say) the front-line employees to figure out new ways to service customers. There are promises to break away from the old mold, to be the rebels, mavericks, the sheer brain-popping non-conformists that can revolutionize financial services. As we lined up for taxis to the airport behind an orderly line of bankers in their dark-suit banker uniforms, we could only hope that this is possible. [Read more]
There are economy of scale opportunities in banks. To get them, however, will take focus. The trick is knowing when and where the big ones are. [Read more]
How much of the 2007 branch training budget is being spent on sales behavior, how much on systems, and how much on just explaining how things work in banking. Is the mix right? Think about it. The branch employees are your customer guides, after all. [Read more]