by Kristin Moyer | March 30, 2009 | Comments Off
Stessa Cohen here. Since the financial crisis broke into the mainstream press, I’ve been following how banks are communicating with their customers about the crisis. The bottom line so far: pretty dismal. More press release-style communications than clear, direct communication. These days, direct references to the financial crisis has pretty much disappeared from the front pages [...]
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Category: Customer Tags: customer communications, financial crisis, retail bank, youtube
by Kristin Moyer | March 26, 2009 | Comments Off
Rick DeLotto here again—I am not trying to raise fear, uncertainty and doubt (this time) —just a bit of caution. I just read a news report that the home of a former executive of a failed European bank was attacked and vandalized by what was described as an “anti capitalist group”. Windows were broken on [...]
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Category: Customer Executive Decisions operations Tags: banking and investment services, BCM DR, crisis communications, financial crisis, Operational risk, physical security
by Kristin Moyer | March 26, 2009 | 1 Comment
David Furlonger and Peter Redshaw here, freshly returned from Jo’Burg Hilton. Recently surrounded by many of our clients from the African market at our annual Financial Services Conference, it was interesting to see how the global financial services crisis and economic climate is affecting these emerging markets. While the fall out from the global economic [...]
Category: Executive Decisions Tags: banking crisis, cost cutting, emerging economy, growth, IT investments
by Kristin Moyer | March 25, 2009 | 3 Comments
Hi there – Alistair Newton and Stessa Cohen here. We were interested in the announcement this week by Salesforce.com that they were to offer a module of their CRM based software tools focused on allowing institutions to better track “conversations ” taking place within the Twitter community. This launch will form part of their Service [...]
Category: Customer operations Tags: bebo, consumers, CRM, Customer, customer service, financial services, geezeo, Mint, retail banking, social networking, twitter, wesabe
by Kristin Moyer | March 16, 2009 | 1 Comment
Stessa Cohen here. I’m in Austin (Texas) today, moderating a panel Finance 2.0 – online personal finance management. Panel includes Mint, SmartyPig, Billeo, and Keeping Nickels. My initial impression: consumers, even bleeding edge early technology adopters, are hungry for help, information, advice about how to get a hold of their personal finances. How do I [...]
Category: Customer Tags: personal financial, social networking, SXSW
by Kristin Moyer | March 16, 2009 | 5 Comments
I’ve been working with Debbie Wilson on what the role of banks should be with EIPP. As banks and payment processors increasingly look to make payments more strategic through value-added services, EIPP is becoming an attractive option. Banks and processors are looking at EIPP as an opportunity to drive new revenue streams and customer intimacy with corporate customers. [...]
by Kristin Moyer | March 12, 2009 | 2 Comments
Rick DeLotto again… with a follow-up to my recent bloggings on how the Downturn is affecting business continuity in banking. I just caught up with the Challenger Grey and Christmas estimates on US financial services layoffs in 2008… over 260, 000! (http://www.challengergray.com/press/Financial%20Cuts%20Breakdown.pdf) Most of my research relating to this “slow disaster” is how it will [...]
Category: Customer Executive Decisions operations Tags: banking and investment services, BCM DR, BCP, contingency planning, economic downturn, financial crisis, layoffs, Operational risk, Pandemic, recession
by Kristin Moyer | March 10, 2009 | Comments Off
Rick DeLotto here again—and I have got to stop watching the morning news. Here in the US—and maybe in a lot of places– the chances are very good that your local governments are either actually, or contemplating, running out of money. Their next, inevitable step is making drastic cutbacks in the provision of emergency [...]
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Category: Customer Executive Decisions operations Tags: BCM DR, BCP, contingency planning, critical infrastructure, enterprise risk management, financial crisis, financial meltdown, Operational risk
by Kristin Moyer | March 5, 2009 | Comments Off
Stessa Cohen here. Twitter is like standing in the middle of a rushing stream. Sometimes I see a nugget, I pick it up and can’t believe what I read in just 140 characters. For example, this afternoon, I followed someone’s tweet referring to one Paulsworld:. Paulsworld: Just spoke with a national research company working for [...]
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Category: Customer operations Tags: American Consumer Satisfaction Index, consumer banking, consumer satisfaction, social media, TARP, twitter
by Kristin Moyer | March 4, 2009 | Comments Off
Peter Redshaw here: Having just got back from a hectic time at NASSCOM in Mumbai, there were two questions that seemed top of mind for all the worried outsourcing providers there: How long and how deep is this recession going to be? Will there be a “flight to quality” in the wake of the Satyam [...]
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Category: Executive Decisions operations Tags: financial crisis, India, offshore, outsourcing, recession, satyam
