The Best–Practice Engagement Bank

Recently when I posted on reforming customer journeys in the banking space I got some push-back for using Apple as an example of best practice. Surely there are banks I could have used as an example of best practice??? Well… not really. There’s no bank, and believe me I’m looking everyday, that has the whole [...]

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Starbucks Mobile Payment – the shape of things to come

On Wednesday 26th of January 2011, Michael Degnan (of SapientNitro and Engagement Banking fame) and myself headed down to the Starbucks at One Penn Plaza in New York City with the objective of recording our experience of processing a mobile payment using the Starbucks App for the iPhone. The App links your phone to your [...]

Don’t worry – you don’t need to develop an iPhone App

As of May this year, only 4% of US FDIC insured institutions in the United States had any sort of mobile play, a small subset of this group had iPhone apps, and an even smaller percentage had Android apps. We already know that mobile Internet based banking is the fastest growing interaction channel for banks [...]

Retail Bankers – Wake up to the 21st Century already!

Why have banks been so slow to adopt mobile banking, improvements in internet banking, customer experience and social media engagement?

Is it cost? Is it technical or platform integration issues? Or is it something more intractable.

Banks need to wake up to the 21st Century and fast. But as Albert Einstein said, problems aren’t going to be solved by the same thinking that created them.

The only real iPad application for banking (Huff Post)

Is there a role for multi-touch iPad applications to improve customer experience in banking? Well most of our banking these days can be done in the complete absence of a banker… Internet banking and the iPhone have proven that.

There is still a role for the branch for certain types of human interactions that add value for a sales engagement or service opportunity though.

Which of those interactions might be improved by the use of the iPad? I’m not talking about Internet banking. The plethora of iPhone applications for mobile internet banking have already shown that the iPad has suitability as a tool for accessing your accounts, etc when you are on the move. But what about when you are in the bank? Is there a role for the iPad to improve the interaction between the banker and the customer?

Evolutionary marketing – Tribal, viral and mobile (Huff Post)

There is a lot of discussion about how social media will play out from a mobile perspective, and how marketers in particular can monetize and leverage social media for real revenues and brand influence in the future. There are those, such as Umair Haque from Harvard Business Review…