Joe Pine and Michael Ruckman Host a 1-Day Workshop On Relationship-Centric Banking

1-Day Workshop on Relationship-Centric Banking with Joe Pine and Michael Ruckman

This fast-paced, information packed 1-day workshop will help participants to explore the nature of relationships between banks and their customers. Michael and Joe will work from theory to practical applications to illustrate the steps to understanding and managing the quality of customer relationships and building a loyal following of bank customers.

Thursday, February 27, 2014 at 10:00 AM – 5:00 PM (PST)

9:30 – 10:00 Check-in and Coffee Reception

10:00 – 11:30 Beyond “Products & Services” in Banking by Joe Pine

11:30 – 12:00 Q&A / Discussion

12:00 – 13:00 Lunch

13:00 – 14:30 Relationship – Centric Banking by Michael Ruckman

14:30 – 15:30 Coffee Break & Exercise

15:30 – 17:00 Practical Applications and Operational Changes by Michael Ruckman

17:00 – 17:30 Q&A / Discussion

For more information on these topics please see the following articles by Joe and Michael:

Beyond “Products & Services” in Banking by Joe Pine

The Relationship-Centric Bank by Michael Ruckman

Michael and Joe will expand on these topics with examples, case studies, and an exercise to help participants grasp the concepts and prepare them to apply the new principles of Relationship-Centric Banking in their financial institutions. The event will be limited to 36 participants to keep the format interactive and allow all participants a fair amount of time for discussion with Michael and Joe during and after the event.

About Joe Pine
Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. Joe specializes in helping people see the world of business differently. He did that first with the award-winning book Mass Customization: The New Frontier in Business Competition, which detailed how organizations didn’t have to provide the same thing to everybody, but could give customers exactly what they want, at a price they’re willing to pay. The Financial Times chose it as one the seven best business books of 1993. Joe did it again with the best-selling book The Experience Economy: Work Is Theatre & Every Business a Stage, co-written with his Strategic Horizons’ partner Jim Gilmore, which showed how organizations must go beyond goods and services to staging engaging experiences. Published in fifteen languages and named one of the 100 best business books of all time by 800-CEO-Read, in July 2011 it came out for the first time in paperback as an Updated Edition with new ideas, new frameworks, and many new exemplars.

 

About Michael Ruckman

During his career. Michael Ruckman has worked both as a banker and as a bank transformation consultant for retail banks in more than 30 countries. He has delivered a ‘variety of successful projects ranging from business strategy to the launch of fully transformed retail institutions.

Michael is known for his experience in retail bank management distribution network development alternative channel rollouts. sales force effectiveness. strategic alliances and ‘ventures. systems implementation. and corporate culture development. Click here to view the Senteo Case Studies that show the results of Michael’s transformational methodologies.

 

Joe Pine and Michael Ruckman Host a 1-Day Workshop On Relationship-Centric Banking

Senteo Announces Customer Experience Certification Course - March 19-21, 2014

Senteo is once again offering its popular Customer Experience Certification course March 19-21, 2014.  There are limited spots, so we encourage you to sign up early.

Learn how to integrate proven customer experience methodology in your business and enhance your personal knowledge about customer-centric best practices.  Minimum requirement: two years of management experience in retail banking. The program consists of theory, practical examples, case studies, international best practices, group exercises, and interactive discussions.

Click here for the Senteo Certification Methodology Overview.

The details of the Senteo 3-day program are provided here.

Have questions about Customer Experience Specialist Course for Bankers? Contact Senteo

Senteo Announces Customer Experience Certification Course - March 19-21, 2014

Bringing Customer Relationships Back into CRM Implementations

Over the past decade, few banks have seen the rewards promised despite significant investments in CRM systems. A 2009 study by Forrester Research indicated that 47% of CRM project implementations in the U.S. fail in their initial attempt. While specific reasons can be cited, CRM failure is most often tied to a poorly planned strategy. Over the past decade, many organizations grossly underestimated the extent of internal restructuring necessary to reap the full benefits of their CRM solutions. While CRM systems can definitely be a crucial part of the effort to develop and maintain healthy relationships with clients, it is merely a technological enabler. Therefore, designing a CRM system to support a business that is not already customer-centric is unlikely to deliver satisfying results. “In the end, CRM delivered a healthy amount of tactical benefits (improving employee productivity, streamlining processes, reducing cost, etc.) but did not move the needle on customer loyalty and experience,” wrote Bob Thompson of CustomerThink.

Click here to download the entire PDF article

 

About The Author, Michael Ruckman

During his career, Michael has worked both as a banker and as a consultant for retail banks in more than 30 countries around the world. He has delivered a variety of successful projects ranging from business strategy to the launch of fully transformed retail institutions.

Michael is known for his experience in retail bank management, distribution network development, alternative channel rollouts, sales development, alliances and ventures, systems implementation, and corporate culture development.

His work portfolio includes large-scale projects for brands such as Abbey National, Alfa-Bank, Atlantico (Millennium BCP), Banco Venezolano, BNP-Paribas, Citibank, ING, Vneshtorgbank, Bank Menatep SPb, Nadra Bank and many others.

 

Bringing Customer Relationships Back into CRM Implementations

15 New Book Reviews - Now a Total of 90 Book Reviews at Senteo.net for the Banking Industry

We are happy to announce 15 new book reviews to our Recommended Reading List for Customer Experience, Customer Relationship Management and Loyalty topics. Launched in March 2013, this new addition adds up to a total of 90 book reviews, and we hope to reach over 100 reviews by the end of the year.

As a company dedicated to helping banks and retailers to enhance the quality of their relationships with customers through meaningful experiences, the executives of Senteo have read many books, research reports, articles and blogs on these topics. In fact, there are thousands of books covering different aspects of the subjects such as explaining theory, proving viability, sharing case studies, providing guidance, and more. By sharing its recommended reading list, Senteo is hoping to provide guidance to the reader when selecting the type of content that brings the most value.

Each book review is rated according to the Senteo Diamond Rating from One Diamond to five Diamonds. The factors used in the rating include structure, clarity and quality of content. In addition, each book review includes the following sections:

* Key Methodology Elements
* What we Liked
* What we Did Not Like
* Amazon Book Description
* Main Uses and/or Applications

Finally, each book review will show the type of content in the book as well as the main focus of the book, whether it is research, tactical application, measurement or quality control.

Whatever, your industry or needs, we hope you find the book reviews insightful.

Please stop by The Senteo Online Community and have a look.

Our community is free to join and only takes a few minutes to sign up. As always, your feedback is welcome and helps us to shape the future content of the site.

 

A Message from the CEO of Senteo

Over the past two years, we have worked to build the first phase of the Senteo Online Community as a resource to help bankers and financial professionals expand their knowledge in the areas of Customer Experience, Customer Relationship Management, and Loyalty.

As we continue to add to the online community, you will see new events, an expansion of our educational curriculum, and a new series of webinars from a fantastic line-up of speakers. Please join us as we strive to build a resource destination for bankers and financial professionals on the internet. As well, please share with us your thoughts, feedback, and desires for future content so that we can tailor topics and content to your liking.

Welcome to the Senteo Community !!

15 New Book Reviews - Now a Total of 90 Book Reviews at Senteo.net for the Banking Industry

B Joe Pine II Explores the Future of Banking in Beyond Products and Services

No industry has more commoditized itself over the past three decades than banking. Banks pushed people out of branches to use automatic teller machines in order to reduce personnel costs. They pushed them out of branches – the one physical space where they could actually control the experience provided to customers – to use telephone response systems, again in a bid to save money. They pushed them out of branches and onto the Internet to further reduce transaction costs. That’s no way to create a lasting relationship. Is it any wonder consumers treat financial offerings as mere commodities to be bought and sold on price, price, price?

Consider, however, a true commodity: the coffee bean. If you convert its commodity price from a per ton to a per cup basis, you will find that a cup of coffee costs just two or three cents for those who treat it as a commodity…

Click Here to Read the Entire PDF

 

About The Author, B. Joseph Pine II

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike.

Joe specializes in helping people see the world of business differently. He did that first with the award-winning book Mass Customization: The New Frontier in Business Competition, which detailed how organizations didn’t have to provide the same thing to everybody, but could give customers exactly what they want, at a price they’re willing to pay. The Financial Times chose it as one the seven best business books of 1993.

Joe did it again with the best-selling book The Experience Economy: Work Is Theatre & Every Business a Stage, co-written with his Strategic Horizons’ partner Jim Gilmore, which showed how organizations must go beyond goods and services to staging engaging experiences. Published in fifteen languages and named one of the 100 best business books of all time by 800-CEO-Read, in July 2011 it came out for the first time in paperback as an Updated Edition with new ideas, new frameworks, and many new exemplars.

 

 

B Joe Pine II Explores the Future of Banking in Beyond Products and Services

Michael Ruckman Challenges Bankers to Be More Relationship Focused

The Relationship Centric Bank

Learning what your customers really want just might be the key to creating a relationship-centric bank.

According to a Gallup survey in 2009, only about half of customers surveyed could strongly agree that their banks performed the sorts of actions that likely would keep customers coming back, such as “making me proud of where I bank”, or “keeping me informed of new opportunities”, or even “understanding my financial goals.”

The Relationship-Centric Bank and a desire for repeated contact with a provider is just the beginning of a healthy relationship. Another survey conducted by Forrester in 2010 asked respondents if they agree with the statement, “my financial services provider does what is best for me not just its own bottom line” . Results showed that a majority of respondents simply don’t trust their banks.

Click here to download the entire PDF article

Michael Ruckman Challenges Bankers to Be More Relationship Focused

15 New Book Reviews Added to the Recommended Reading List in the Senteo Online Community

As you know, Senteo is committed to providing research and thought leadership in the areas of Customer Experience, Customer Relationships, and Loyalty.  We have recently added 15 new book reviews to the Recommended Reading section of the online community.  This new addition adds up to a total of 75 book reviews, and we hope to reach over 100 reviews by the end of the year.

 

Please stop by The Senteo Community and have a look.  Our community is free to join and only takes a few minutes to sign up.

As always, your feedback is welcome and helps us to shape the future content of the site.

Happy Reading !

15 New Book Reviews Added to the Recommended Reading List in the Senteo Online Community

Michael Ruckman Presents: Understanding and Managing Customer Relationships for Banks and Credit Unions August 27, 2013

On Tuesday, August 27, 2013, Michael Ruckman Presents: Understanding and Managing Customer Relationships for Banks and Credit Unions

This BankersHub webinar is for business managers as well as CRM project managers and all others that would benefit from insight on how banks can better manage customer relationships. This is not a technology presentation, but, rather, an exploration of how banks must change their understanding of customers to improve the quality of relationships.  For more information Click HERE

Participants in this webinar will explore the following topics and more:

• The evolution of banking business models from Product-Centric to Customer-Centric to Relationship-Centric.


• The difference between understanding historic customer behavior and understanding customer aspirations.


• The difference between selling products, selling solutions, and selling relationships.


• The banking business model of the future – Relationship-Centric Banking


• The necessary transformation to processes, product offerings, management models, performance measures, and organizational culture.

Event Details

August 27, 2013, 12:00 – 1:00pm Eastern

Education Credits

1.0 CPE credits

Price

$249* Live + Playback

*price includes unlimited access to playback

Michael Ruckman Presents: Understanding and Managing Customer Relationships for Banks and Credit Unions August 27, 2013

Piggy Banking

Senteo Supports the Andson Foundation’s efforts to improve financial literacy by teaching children the importance of saving. 

Recently, Michael Ruckman accepted a position on the Board of Directors of the Andson Foundation.  He was impressed with their efforts to help children improve their studies and also found their goal of improving financial literacy to be both necessary and timely.  For more information on the Andson Foundation and their activities, please browse the links below:

Anson Foundation

Piggy Banking – For Some, Saving Money Is Child’s Play

 

Piggy Banking

Michael Ruckman Publishes New Article on BAI Wesite: Putting Transformation First for CRM

BAI recentlly published  a new article sritten by Michael Ruckman entitled Putting Transformation First for CRM.  In the article, Michael discusses the need for banks to apply their technology and CRM analysis based on a customer centric model.  In addition, by creating an ongoing connunication with their customer base, they can continue to capture additional insight into how to transition their operational models.

Read more at the BAI.org website.

 

Michael Ruckman Publishes New Article on BAI Wesite: Putting Transformation First for CRM

Michael Ruckman Supports the Las Vegas Community by Attending Governor Sandoval"s Black-Tie Invitational

From Left: Garry Goett, Michael Ruckman, Ksenia Tukova and Governor Brian Sandoval

Michael Ruckman supports the Southern Highlands Charitable Foundation and and attends the Governor’s Black-Tie Invitational annual golf and social event. Supported and endorsed by Governor Brian Sandoval, the foundation is dedicated to raising millions of dollars for other non-profit organizations supporting children, teens, and women in need throughout the Las Vegas community. Together with this year’s fundraising, the Foundation has raised over 15,000,000 since inception.

The Governor’s Black-Tie Invitational annual golf and social event is designed to raise funds to support Boys & Girls Clubs, the Andson Foundation, Opportunity Village and many more.  These charities provide tutoring for underpriviaged youth, support families and childred with cancer, and enable people with intellectual disabilities to receive vocational training, find community-based jobs, discover creative talents and develop long-lasting friendships.

Michael Ruckman Supports the Las Vegas Community by Attending Governor Sandoval"s Black-Tie Invitational

Klookva goes live !! Senteo client Ural FD launches their new brand with huge success !!

After 2.5 years of work together with Senteo, Ural FD has launched the new face of their fully transformed and highly successful retail banking business.  This new brand represents the new packaging and representation of a new approach to the retail banking business for Russia – a bank that is completely focused on helping customers to solve problems, improve quality of life, and reali e goals and dreams.

Senteo worked with the bank to reengineer the every product, process, and piece of technology in the bank.  As well, the bank underwent a complete cultural transformation based on the Senteo Customer Experience Culture methodology.  Finally, Senteo developed the new brand, branch designs, and communications campaigns for the launch of the new offering.

Please see the Klookva Case Study for more information on the project details and the results obtained.

Klookva goes live !! Senteo client Ural FD launches their new brand with huge success !!

Senteo"s client Alfa-Bank reports the results of another explosive year (2012)

Alfa-Bank’s retail business enjoyed another successful year in 2012, beating expectations and delivering impressive results in all major categories. According to the bank’s press release issued today, Alfa-Bank registered growth in the following areas:

•  25% growth in retail customer base (to 8,9 million people)

• 55.4% growth in its retail loan portfolio (to 156 billion Rubles)

• 103.9% increase in the credit card volume

• 25% growth in deposit balances (to 291.4 billion Rubles)

• 26.43% growth in current account balances (6.5% market share nationwide)

• 28.5% growth in commission income (to 11.4 billion Rubles)

• 500,000 new online banking users (in total: 2.3 million online users)

• 30 new retail branches opened

More details are available here.

We would like to congratulate our friends and colleagues at Alfa-Bank for another explosive year and wish them continued success! To see the case study about Senteo’s transformation project at Alfa-Bank, please click here.

Senteo"s client Alfa-Bank reports the results of another explosive year (2012)

Join Michael Ruckman for a webinar on Experiential Innovation on Tuesday, February 19th

See the latest presentation on Experiential Innovation for Bankers from Michael Ruckman in this fast paced webinar hosted by BankersHub on Tuesday, February 19th at 2:00 pm EST

If customer experience is about making each individual contact with the bank pleasing, fulfilling, engaging and possibly even fun, how does the sum of those individual experiences turn into a customer relationship and how can banks build true loyalty in mutually beneficial relationships that move beyond simple bank-customer interactions?

In this webinar we will focus on:

• The shift from individual experiences (contacts) to a meaningful relationship

• The difference between retention (removing reasons why your customers might leave) and loyalty (creating reasons for customers to stay)

• What is the difference between creating an experience at a point of contact and creating an experience in the overall relationship with a customer?

• What is required to help your customers understand the benefit of consolidating their financial life in one bank?

In this fast-paced and engaging presentation, Michael Ruckman will outline the framework for Experiential Innovation in the banking industry including comments on how to design, build, measure, and manage an experiential banking business. His experience in retail and SME bank transformations from clients in over 30 countries adds to the examples and stories that are included in his presentation.

Join Michael Ruckman for a webinar on Experiential Innovation on Tuesday, February 19th

Senteo is becoming more involved with the Las Vegas community and its leaders.

Michael Ruckman, CEO and President of Senteo with UNLV’s Lee Business School Dean, Percy Poon

Michael Ruckman, CEO and President of Senteo attended the 2013 Nevada Business Hall of Fame as guests of UNLV’s Dean Percy Poon from the Lee Business School.

It was truly an honor to be seated at Dean Percy Poon’s table for The Nevada Business Hall of Fame at its annual dinner and induction ceremony held on February 7, 2013 at the Bellagio Hotel.

Michael Ruckman, CEO and President of Senteo with UNLV’s President, Neal Smatresk

That night’s event recognized Selma Bartlett, one of the first female bank officers in the state of Nevada who has been instrumental in the growth of Henderson over the last 50 years. The second inductee was Larry Ruvo, the leader behind a world-class medical research facility, The Cleveland Clinic Lou Ruvo Center for Brain Health, an epicenter for research on brain diseases such as Alzheimer’s, Parkinson’s, Huntington’s.

The Senteo Team also shows support for the new businesses by attending another community event hosted by Tech Cocktail last night. Tech Cocktail is a media company and events organization for start-ups, entrepreneurs, and technology enthusiast. They play a huge role in the Downtown Las Vegas Project lead by Tony Hsieh that is aimed to transform Las Vegas into the most community-focused large city in the world. Senteo is excited to support

this vision of Downtown and its efforts to get involved in making Las Vegas a better place to live!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Senteo is becoming more involved with the Las Vegas community and its leaders.

Senteo Attends Preview Las Vegas 2013

Senteo CEO, Michael Ruckman and former Mayor Oscar Goodman at Preview Las Vegas 2013

Senteo Participates in the Preview Las Vegas 2013 conference organized by the Las Vegas Metro Chamber of Commerce this week.  Various presenters shared valuable information on the recovery of the Las Vegas economy and the positive outlook for the coming years. Representatives from Senteo’s Las Vegas office were able to mingle and network with the finest in the Las Vegas business community, including former Las Vegas Mayor Oscar Goodman.

Later that evening, Senteo showed support for the University of Nevada Las Vegas (UNLV) basketball team in an event arranged by the UNLV Foundation.  The Runnin’ Rebels men’s basketball team won their game with a score of 62 – 50 against the Wyoming Cowboys.

 

 

 

 

 

 

Senteo Attends Preview Las Vegas 2013

Ruckman"s View On Experiential Innovation For Bankers

Experiential Innovation for Bankers was the topic at this weeks meeting of the Association of Financial Professionals.  Michael Ruckman presented to a group of financial professionals and discussed the topic of Experiential Innovation for Bankers.

As many of the participants were commercial and business bankers, the discussion after the presentation included many examples of how the concept of Relationship-Centricity applies to any business with a customer.  Michael even shared some insight as to immediate steps that people can take to improve the quality of relationships with their customers.  Michael also shared a case study to show how the concept was applied even in a government agency (see Georgian Ministry of Justice case study).

Related articles:

Experiential Innovation for Bankers

The Relationship-Centric Bank

 

 

Ruckman"s View On Experiential Innovation For Bankers

Experiential Innovation for Bankers - See the latest presentation from Michael Ruckman in this fast paced webinar hosted by Backbase on January 17th

See the latest presentation on Experiential Innovation for Bankers from Michael Ruckman in this fast paced webinar hosted by Backbase on January 17th at 13:00 EST

If customer experience is about making each individual contact with the bank pleasing, fulfilling, engaging and possibly even fun, how does the sum of those individual experiences turn into a customer relationship and how can banks build true loyalty in mutually beneficial relationships that move beyond simple bank-customer interactions?

In this webinar we will focus on:

• The shift from individual experiences (contacts) to a meaningful relationship

• The difference between retention (removing reasons why your customers might leave) and loyalty (creating reasons for customers to stay)

• What is the difference between creating an experience at a point of contact and creating an experience in the overall relationship with a customer?

• What is required to help your customers understand the benefit of consolidating their financial life in one bank?

In this fast-paced and engaging presentation, Michael Ruckman will outline the framework for Experiential Innovation in the banking industry including comments on how to design, build, measure, and manage an experiential banking business. His experience in retail and SME bank transformations from clients in over 30 countries adds to the examples and stories that are included in his presentation.

Experiential Innovation for Bankers - See the latest presentation from Michael Ruckman in this fast paced webinar hosted by Backbase on January 17th