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Why Do People Switch Banks?

About two months ago, I changed the tagline on this blog. Thanks a lot for noticing [sarcasm]. Google it. It’s a line from a Grateful Dead song, but it perfectly fits the tone and content of this blog...

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Protect Your Homepage from “Man-in-the-Middle” Attacks

Most financial institutions invest a large portion of their security budgets to protect their software-as-a-service (SaaS) applications. They correctly perceive that many cybercriminals look for...

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Win Back Website Abandoners by Retargeting with Facebook

If you’ve looked at a performance report for your website recently, you may have been struck by how many visitors come to your product pages every day and promptly leave before opening a new account or...

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The Good, The Bad, and The Ugly at Bank of America

Bank of America just implemented a new online application process. For a while, they were forcing applicants to print out a web page and bring it to a branch to open an echecking account! That strategy...

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Kill The Unbanked

It’s time to kill the Unbanked. The label, not the people. A Knowledge@Wharton post titled A Question of Value: Bringing Banks to the Unbanked contains a number of statements that bear a closer degree...

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Top 10 Best Banking Blogs

(Via The Financial Brand) Congratulations to all of the winners in The Financial Brand’s Best Banking Blog poll. I am honored to count several of the winners amongst my friends. It is a group of smart,...

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Secrets of Successful Wealth Managers

Firms that succeed with affluent clients over an extended period of time do a number of things well. Through the work of my consulting firm Clientific we have distilled the twelve core principals that...

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ATM Machine Skimming: Anyone Can Be at Risk

There are many ways you can take action to protect yourself and your loved ones from electronic fraud. One way is through the use of an identity theft protection service. For a monthly fee, check out...

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Clients Do Not Want Help. Until They Do.

(This was originally published as a guest post for my friends at the management consulting and strategic communications firm Beyond the Arc: Understanding how customers really want help.) On the same...

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Square Puck

Square Puck:  sounds dangerous, right?  I think it is. There’s a famous/trite expression, commonly cited in the venture business, about how you want to skate to where the puck is going, not to where it...

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The Less-Cash Society

Talk about the death of cash goes back thousands of years. Of course, to many Gen Yers, the world began in 1978, so what ever happened before that is irrelevant. Recently, talk of a cashless society...

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To Be or Not To Be Uncertain

“Uncertainty” has become common code for economic pessimism, a point challenged by the title of an editorial from Andrew Kahr in BankThink: “Uncertainty Is Killing Our Bank!’ No, Inaction Is.”  Of...

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The Importance Of Disney’s MyMagic+

Disney announced that it plans to introduce something called MyMagic+. The company calls it a “vacation management system,” incorporating rubber bracelets encoded with credit card information. The...

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Stop The Social Media Metric Madness!

Oh, those social media fanatics are good! They’ll twist any number they can get their hands on to make social media look good, won’t they?  According to a  Social Media Today article titled Can...

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Bank Vs. Credit Union Realities

Last July, I published (Motley) Fools Shouldn’t Write About Big Data in which I took Motley Fool to task for publishing something that I concluded was ”an embarrassment to high quality journalism”...

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Tokenization and the collapse of the four-party payment model

[This post originally appeared on forbes.com here:  http://www.forbes.com/sites/bruceupbin/2013/02/15/tokenization-and-the-collapse-of-the-credit-card-payment-model/] It’s been a fascinating couple of...

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Aligning Payment Processing Services and Customer Experience

Retail Systems Research (RSR) released a Fast Fact titled, “Retail Payments and the Customer Experience: Waiting for Processors”. It was taken from RSR’s first benchmark report on the retail payments...

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Branch vs. self-service: Striking the banking balance

Retail bank branch closure is a growing trend in several countries as a cost cutting method. The thinking behind this is logical: branch banking is expensive so it makes sense to drive customers to...

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What’s The Big Idea?

Perhaps I’m just simpleminded, but one of the most important things I look for in a company is the ability to summarize the problem they are solving in one sentence.  Often, at the outset, I’m less...

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Submerging Payments

The most important development in merchant payments right now isn’t happening in Silicon Valley (though I do think PayPal is only a few chess moves away from becoming the fifth network.)  It isn’t...

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