Kristin Moyer

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Entries Tagged as 'customer trust'


Euro Crisis: 50% of Firms Stuck Behind the Planning Eight Ball

by Kristin Moyer  |  January 20, 2012  |  2 Comments

Contributed by David Furlonger Today we conducted our Euro Crisis Webinar. 416 participants were surveyed about: Whether their enterprise had plans in place to deal with a worsened euro crisis Whether the euro crisis has impacted their IT budget Whether the euro crisis would influence investments in innovation Results of the polling revealed that 50% [...]

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Euro Crisis:Get Ready for More Regulation and Protectionism.

by Kristin Moyer  |  January 10, 2012  |  Comments Off

Contributed by David Furlonger   [ Register Now For January 19th webinar: Euro Crisis Webinar ] An interesting article appeared on Reuters yesterday: Financial repression is here and may be helpful. It discusses and supports the potential for greater control over the financial markets by governments, including a continuation of the current schemes that print more money [...]

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Euro Crisis: What is the Connection between Hypothecation and the Future of Money?

by Kristin Moyer  |  December 20, 2011  |  Comments Off

Contributed by David Furlonger On the weekend, I read a rather alarming commentary by David Stockman European Banking System is on the Verge of Collapse. While this analysis clearly highlights the fragility of bank balance sheets, it doesn’t dig deeply into the graver issue facing the Eurozone policy makers and indeed the world –  that [...]

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Communicate, Communicate, Communicate

by Kristin Moyer  |  October 15, 2009  |  1 Comment

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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Category: Customer Uncategorized     Tags: ,

Microfinance a Source of Creative Destruction

by Kristin Moyer  |  August 17, 2009  |  Comments Off

Is a credit crisis brewing in microfinance?  Perhaps in the for-profit microfinance sector, but don’t tell that to Grameen America. Grameen America just reached its 1,000th borrower in the US.  Grameen America makes loans, savings programs, credit establishment, and financial education available to women at or below the poverty line in the US.  Some key results: [...]

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Category: operations Uncategorized     Tags: , , ,

Lending is Ripe for Creative Destruction

by Kristin Moyer  |  August 14, 2009  |  1 Comment

Over the past few weeks I’ve written about low customer trust in lending, and why it matters.  The fact that customers who do not trust their bank are likely to seek another banking partner makes it more difficult to retain existing customers and attract new ones.  Banks can ill afford either of these things in the [...]

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Category: operations Uncategorized     Tags: , , , ,

Why Customer Trust Matters for Banks

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) [...]

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Category: operations     Tags: ,

What Banks are Doing to Improve Customer Trust – Not Much

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 [...]

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Rebuilding Customer Trust in Lending

by Kristin Moyer  |  July 16, 2009  |  5 Comments

Whenever you hit rock bottom, it’s a long way back up.  We’ve known that the image of banking and investment services firms has been badly tarnished by the financial crisis.  A Harris Poll shows that the image of mortgage companies is far worse.  Here are the numbers (source:  “Only One-Quarter of Americans Say Banks are [...]

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Category: operations Uncategorized     Tags: ,

Thinking About Biting the Hand that Feeds You? Bad Idea!

by Kristin Moyer  |  January 30, 2009  |  2 Comments

David Furlonger and Stessa Cohen here.  I nearly choked on my breakfast in Winnipeg the other day. As we have been advising our clients for some time (for example: Customer Onboarding: Case Studies Highlight Process and Technology Failings, Customer Experience Management: A Financial Services Perspective and The Biggest Threats to the Bank Franchise: What Banks Should Do [...]

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