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Like many of us, I have several pet hates about banks. My main one is when they sting you with charges you don’t expect. I always remember getting a £50 charge for an unauthorised overdraft a few years ago. I’d been with the bank for over twenty years and never been overdrawn before. This instance…

Someone told me I should start a travel blog, as I fly more than most pigeons do. True. But I’m not sure my travel blog would be read so much. However, it does make me reflect on travel and money. Some countries are still reliant on cash whilst others are cashless. I go to the…

Someone told me I should start a travel blog, as I fly more than most pigeons do. True. But I’m not sure my travel blog would be read so much. However, it does make me reflect on travel and money. Some countries are still reliant on cash whilst others are cashless. I go to the…

The main blog headlines are … Customer intelligent marketing is not a scary thing I grew up as a marketing guy. My first career roles were in marketing. I was trained by Kotler and Drucker, and still hold true to first principles of marketing: the 4 P’s or, if you’re not a marketing person, product,…

I grew up as a marketing guy. My first career roles were in marketing. I was trained by Kotler and Drucker, and still hold true to first principles of marketing: the 4 P’s or, if you’re not a marketing person, product, price, place and promotion. This is the original marketing mix: Product: The goods and/or services…

I don’t normally share press releases or advertorial, because this is my blog and it’s meant to be neutral and independent, but I have a stake in 11:FS and so this is different. 11:FS, for those who are unaware, are a challenger consulting firm, focused on FinTech (click links on my blog’s banner above). I’m…

Ten years ago, I was presenting the concept of Banking-as-a-Service, with the idea that I could find a wide range of plug-and-play software in a cloud-based marketplace, and build my own bank by bringing these pieces of code together into an easy-to-use banking service. A decade later, that vision has come true as more and…

Just continuing on the theme of how different industries can learn from each other, I used to work for NCR. NCR had several major industries they served: retailers, airlines, telcos and banks. The common thread across all of these industries was high frequency customer contact, and the challenge for all of these industries was how…

The CEO of Australian bank Westpac says that we could all learn something from the airline industry. I agree, so here’s a learning story from United Airlines. Last week, I was having a moan on twitter about them. It’s an experience that I’m going to share, but this is not whining. It is how to…

There’s more and more dialogue about a no-deal Brexit these days, even though Jean-Claude Junker and Michel Barnier are clearly trying to avoid it as they have said a deal is now 85% agreed. It’s just not the Chequers deal. Whether a deal is agreed or not with the EU, the challenge is then to…