Referrals that Get Results in Just Four Steps

By Clint Goelz When a referral results in a new core relationship, something beautiful happens! It’s a positive endorsement of your bank or credit union’s customer service and typically results in a more loyal relationship.   Referred customers and members require fewer marketing dollars than non-referred new customers, so your institution can generate more revenue at a lower cost. According … Read More

Pop the Hood: A Customer Service Checklist

By Bill Etmund Your car seems to be running just fine. No menacing dashboard lights are blinking at you. However, since you’re a wise car owner, you occasionally drive your vehicle in for a maintenance checkup. You have the brakes checked, the cooling system examined, etc. You depend on your car, and you know that the consequences of neglect can … Read More

The Mortician’s Guide to Retail Banking

By Dr. Sean Payant Community bankers face many challenges:  intense deposit and credit competition, changing demographics, complicated technology, and regulatory obligations, to name just a few. One of the most daunting challenges, however, is one that is often overlooked:  conventional wisdom. Conventional wisdom is our adherence to accepted norms and common practices.  On the surface, it appears to promise safe, … Read More

Winning People Over

The slightest advantages can make a difference in convincing people you are right for them. Are you doing all you can to win prospects over? By Scott Friesen What is it like to become a new customer or member at a financial institution? One of the key elements of our Haberfeld Customer Acquisition and Growth™ strategy is to measure just … Read More

Earning customer loyalty online

This is story about shopping for a tent, a trip, a helpful stranger and a dog. There may also be something about how to earn and keep loyal customers.

Are you using incentives the right way?

Nothing is as controversial in banking as the incentive discussion. What should we call incentives? How should we construct the program? How should we measure them? Who is eligible to receive them? What qualifies as a “real” referral?