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It’s Time To Accelerate
e-Bill Adoption

Posted by on March 3, 2015 at 7:43 pm

(My newest article in The Financial Brand) Research shows a strong positive correlation between e-bill adoption and customer satisfaction, loyalty and profitability for both financial institutions and billers. Yet, despite a growing digital consumer lifestyle, growth of e-billing remains underdeveloped, especially when compared to rates of online bill pay. By Matt Wilcox, Senior Vice President, [...]

How to make your bank the envy of the Peppered Moth

Posted by on February 27, 2015 at 8:05 pm

Ever sat down for a chat with a Peppered Moth? Prior to the Industrial Revolution, the Peppered Moth flourished in the forests of England. Well, the light-colored ones did. They alit on tree trunks and blended in. Life wasn’t so easy for their dark-colored siblings. They struck such a contrast with the surrounding trees that they [...]

Big versus other data

Posted by on February 10, 2015 at 10:40 pm

If numbers can make you look smart, it should stand to reason that big numbers can make you look super smart. But then, looks can deceive. Don’t get me wrong. I hardly need enumerate the virtues of big data. It reveals behaviors, preferences, and predilections on a mass scale. All of which are useful. But [...]

Canaries and the Patriot Act

Posted by on January 14, 2015 at 9:42 pm

It’s time for Section 215 of the Patriot Act to expire It was once common practice never to descend into a coal mine without a canary. Canaries are more sensitive than humans to methane and carbon monoxide, which are odorless, colorless, and deadly. If the canary expired, it meant you needed to hightail it out [...]

Digital customers shouldn’t have to navigate an obstacle course before you help them

Posted by on December 17, 2014 at 5:12 pm

Last week, a friend of mine, also in marketing, posted this after fighting his way to live chat on Adobe’s website: “Adobe live chat is immensely helpful—once you get there. First you must prove your worthiness. You must navigate a maze, undergo a colonoscopy, pass a written exam on String Theory, run a gauntlet (blindfolded), sacrifice [...]