by Kristin Moyer | August 13, 2009 | 10 Comments
Low customer trust matters and should be a big concern for banks. Here are three reasons why: Trust increases customer satisfaction (sources: “The Commitment-trust Theory of Relationship Marketing,” Journal of Marketing, Morgan and Hunt, 1994; “An Examination of the Nature of Trust in Buyerseller Relationships.,” Journal of Marketing, Doney and Cannon, 1997; and many others) [...]
Category: operations Tags: customer trust, lending
by Kristin Moyer | August 12, 2009 | 1 Comment
Customer trust in banks and lenders could hardly be lower . To date, banks have done little to address a lack of customer trust. In October 2008, we noted that banks were answering key customer questions regarding the financial crisis (see “Get Those Smiley Faces Off Your Online Banking Website“). We also looked at how [...]
Category: operations Uncategorized Tags: customer trust
by Kristin Moyer | August 11, 2009 | Comments Off
Yesterday I wrote that many of our clients are making substantial changes to their payment operations, and as part of this are re-evaluating their card processing sourcing strategy as well. To determine which processes to outsource, banks should evaluate each payment process against three criteria: Differentiation: To what extent does your bank differentiate with each [...]
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Category: payments Tags: card processing, sourcing
by Kristin Moyer | August 10, 2009 | 2 Comments
Our banking clients around the world are in the process of making substantial changes to their payment systems (see a few of our previous posts, such as: Use the Sunset of Base24 as an Opportunity to Innovate, Investment in Card Management Software on the Rise and At Last – Delivery Model Flexibility in Card Processing). As part of [...]
Category: payments Uncategorized Tags: card processing, sourcing
