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…

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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