For years, I’ve dealt with banks talking about multichannel integration and adding new capabilities to the core traditional channel of branch operations. In the 1970’s we added ATMs, the 1980’s added call centres, the 1990’s the internet, and now mobile. For all those years, we merrily added these techno-capabilities as the world revolved around us…
I've blogged regularly, predicting that video connectivity will revolutionse banking. In particular, it changes the game because face-to-face comes back as a critical differentiator, but also because I will be able to see directly into the back office, the call centre, the heart of bank operations. Right now, banks don't take it that seriously and…
Blogging about Twitter in January and February identified it as a new, social networking focal point, due to the rapidly growing numbers of fans of their service. Now there are many folks asking questions about Twitter, as it gains momentum. For example, in the last few days, Paul Penrose at Finextra asks: "What’s the point…
I said I’d been thinking about trust, and this is down to a couple of marketing surveys on the subject. First, there’s the Global Trustometer from Edelman. I’ve been a follower of this for years. You can see summary results at Edelman’s website. For quite a few years, even during the good times, Edelman found…
I said I’d been thinking about trust, and this is down to a couple of marketing surveys on the subject. First, there’s the Global Trustometer from Edelman. I’ve been a follower of this for years. You can see summary results at Edelman’s website. For quite a few years, even during the good times, Edelman found…
Building on yesterday's comments about UK banks missing out on new media, if you want proof you only need to look at Revolution's annual awards for 2009. Revolution Magazine is one of my favourite monthly reads, as it's all about innovation online. Each year their awards ceremony recognises the best of British internet marketing across…
Building on yesterday's comments about UK banks missing out on new media, if you want proof you only need to look at Revolution's annual awards for 2009. Revolution Magazine is one of my favourite monthly reads, as it's all about innovation online. Each year their awards ceremony recognises the best of British internet marketing across…
