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Online banking visits soaring, particularly on 4th and 18th of each month

Online banking visits soaring, particularly on 4th and 18th of each month

Notable peak seen during holiday period
Less back-to-school spending, lower gas prices, and unseasonably warm weather in many areas reduced consumer spending growth in September, according to the latest FirstData SpendTrend report.

Consumers tighten faucet a bit

FirstData report tracks September slowdown
Consumers can file complaints with the Consumer Financial Protection Bureau in multiple ways, including online.

Surprises in CFPB’s complaint database

Analysis of filings turns up key trends
New core account must evolve to maintain relevance

New core account must evolve to maintain relevance

Support needed for new currency types, new payments, mobility
Knowing your customer…. What a concept!

Knowing your customer…. What a concept!

TransUnion’s latest payment hierarchy analysis indicates nearly even tendency by people with financial woes to pay their mortgage or credit card debt. Auto loans still have first call on their dollars, however.

Consumer payment hierarchy begins shift

Troubled borrowers’ historical preference towards mortgage bill returning, says TransUnion study
Banks serve many customers, but today the business is a zero-sum game. To hold onto current customers—and win others away from competitors—banks must segment and prioritize their tailored messages, according to consultant Steve Ramirez of Beyond the Arc.

Segmentation matters more than ever

As messages multiply,  yours must fit customer best
“What’s the beef?”

“What’s the beef?”

. . . and other conundrums in running a complaint management program  
Customer engagement with new technology requires engaged employees—believers in the tech the bank wants people to adopt. Blogger John Ginovsky reveals proven techniques, including one low-tech solution certain to "cheer" branch staff.

Technology’s great, but your people make it work

It’s hard to get customers excited about something new if your employees aren’t
Credit card payment patterns provide insights on ability to repay

Credit card payment patterns provide insights on ability to repay

Study confirms “revolvers” present greater risk, in varying degrees
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