Kristin Moyer

Some IT vendors and banks are starting to think of PayPal and other non-bank providers as a friend rather than a foe. This is a good idea, and one which we have proposed 2 years now in our research (Gartner client access only):
• PayPal and Google Checkout Show the Way for Banks’ Payment Operations
• Nonbank Payment [...]

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As more consumers buy mobile devices, and more banks offer consumers mobile alerts and services, banks must decide how they will support their road maps for mobile retail banking services.  Stessa Cohen just published a Magic Quadrant on this – take a look (client access required):  Magic Quadrant for North American Mobile Retail Banking.
The current [...]

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Gartner has been writing about Pattern-Based Strategies for some time now.  It’s an existing body of research, here are some examples (for paying customers):

“Introducing Pattern-Based Strategy“
“Balance Investment in Four Categories to Support Pattern-Based Strategy”
“Five Eras of IT Business Value Add: From Automation to Pattern-Based Strategy”
“CEOs and Chief Strategy Officers: Balance Investments With Pattern-Based [...]

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Bank bashing continues.  UK consumer group Which? has launched a campaign dubbed “Britain Needs Better Banks.” Which? says that three quarters of consumers they have surveyed think banks aren’t genuinely sorry for causing the financial crisis.  Which? is inviting consumers to vote for theme songs for this campaign such as “Gold Digger,” “Take the Money [...]

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Card issuers have taken swift action to stem credit losses and deal with changing legislation.  They have proactively shut some cards down, they have lowered credit limits on others.  They have raised interest rates in anticipation of new legislation.  Cardholders aren’t thrilled:

32% of cardholders have paid off and closed an [...]

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Loan portfolio management in the US residential mortgage industry has hit a speed bump.  The Home Affordable Modification Plan (HAMP) uses a rule-based formula for driving the terms of a modified loan to 38% debt-to-income (DTI) ratio, with the Treasury matching further reductions in payment to 31% DTI for the borrower.  This leaves no room for intelligent [...]

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David Furlonger on the rainy west coast of Canada.
Okay so here’s the thing. Today, out of the blue, I was called by my main relationship bank. The caller started the call by identifying who I was – odd on the basis that they called me personally. This was not one of my two main branches [...]

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We’ve had some client interactions with C-level banking executives and others lately that have shown that many banks are so focused on operations and products that they do not understand who their customers are or what their customers really want.  While many other industries have become more buyer-centric (for example, travel, e-commerce), banking has not.
Why [...]

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Giving trust away to customers and employees can inspire trust, loyalty and innovation.   Consider several cross-industry examples of giving trust away to get it back (sources:  “HOW: Why HOW We Do Anything Means Everything…in Business (and in Life)”, Seidman, 2007; JetBlue):

A doughnut vendor in New York City puts a pile [...]

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Alistair Netwon and Kristin Moyer here.  Customers have come to expect the ability to compare prices for goods and services that they utilize in their everyday lives.  As they book airline flights, decide on what television set to purchase, consider a prospective car purchase, or decide on what car or home insurance policy to take [...]

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