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Book review: “Banker to the Poor”– Yunus
This book is remarkable on two levels. Its remarkable because of the personal association with the history of Bangladesh and Pakistan which is quite fascinating, and leads into the abject poverty...
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NetBanker 2.0: Wells Fargo to redesign its homepage
Jim makes a good catch here that Wells have a cryptic note on their home page indicating they will be re-designing their home page. There may be very good technical and/or marketing reasons for the...
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Lloyds TSB online banking ‘revolutionised’– Money News
The press release title is a bit of a stretch to suggest ‘revolutionised’ but the feature sounds like it has potential. Lloyds TSB has revolutionised its online banking facilities by adding a new bill...
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Japan | The customer is always right
This is an experience about Japan. I grew up with the impression that ‘Made in Japan’ meant excellence in quality, and technology supremacy, represented by advanced phones, robots, and vending...
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Lloyds TSB – Save the Change, copy Bank of America
Lloyds introduce a top up programme that copies the idea in the Bank of America programme, keep the change. I have no idea about the patent issues here, but I always thought the BoA idea was...
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Doc appears to have an epiphany
Doc seems unusually excited about VRM following IIW where he has been attending. If he is this excited, we had better watch out! VRM finally delivers the Cluetrain promise Source: The Doc Searls...
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Time to rethink the basis of marketing data
Unfortunately for Alton he wrote this right when the need to turn the traditional paradigm on its head is becoming more and more evident it is easy to forget about the foundation of effective...
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Do you know which of your customers are brand advocates?
This report from Yahoo! and ComScore Networks is simple and intuitive, and points to a potential strategic leverage point for Banks. The Internet has significantly impacted how consumers talk about...
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Bankwatch predictions – Banking 2007
Christmas and New Year are always a good time to take stock, and reflect on the year past, and what we might expect next year, so here are my thoughts in the Banking space, based on what I have seen,...
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Microformats as information brokers – the intelligent agents to support VRM
I have been thinking a lot about Vendor Relationship Management (VRM) over the holidays. Doc latched on the the concept as the the corollary to Customer Relationship Management (CRM). He spoke of VRM...
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Microformats as information brokers – revisited
I was chatting with a colleague about the reference to microformats to support VRM, and it struck me I am not being clear enough, and haven’t thought this through sufficiently to make the case. Thanks...
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‘gethuman’ standard and some thoughts on customer service
gethuman.com is a fascinating concept bringing together technology and human interaction in a useful way. Its not clear if this site is still being maintained, and it does make it clear that its free...
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MoneyWorks for Credit Union member recruitment
Credit Unions continue to amaze me with their innovation, from Filene in this case. (hat tip Doug) To grow membership through personal guerilla marketing, you can find details of this innovative...
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IBM – The customer focused enterprise – unlocking customer advocacy
IBM start off well, but disappoint in the end with this paper. the benefits of ‘Unlocking customer advocacy’ are outlined, and the importance of measurement, yet little on how to do that. We...
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Blogs for complaint management: Leveraging the blogosphere
An excellent example from Charis. A couple commented about a hotel on their blog, and got this response. Obviously the hotel is monitoring their mentions in Technorati/ Google Blogsearch, and...
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IBM – Unlocking client advocacy in Canadian retail banking
New piece of research and analysis from IBM, that may be an update on an earlier one, if I recall. It talks about the lack of advocacy within Canadian Banks’ customers. Only 27% of Canadian customers...
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Demographics and why Cathy Graeber is right about 76% of population banking...
After stating yesterday that I agreed with Cathy that over 3/4 of the population would be banking online, I thought the least I could do is back that up with some stats. I believe in demographics, and...
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Lloyds TSB launches Sharia business account
We have touched on this opportunity before, and Oz has written extensively on the topic. Well Lloyds have implemented across all their branches. Thousands of Muslim businesses across Britain will be...
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Banks are struggling to integrate the Internet with other channels
Datamonitor report that Banks continue to treat internet as a service channel, and are failing to capitalise on soaring consumer adoption rates and convert online services to sales.[hat tip Finextra]...
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Psychographics more important than demographics
Seth makes an important point here in referring to the older baby boomers having some characteristics that have not traditionally been associated with old people, and hence his conclusion....
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