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#6. How Will Customer Perception Help or Hurt Banks After the Crisis?
In the absence of distinct curriculum in schools and universities on how to manage finances, customers are often left to their own devices to learn appropriate financial discipline and day-to-day money management. Banks could easily fill this very visible void to add value and promote financial health. Michael Ruckman and John Berry continue their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.
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Surviving & Thriving with Customer-Centric Banking
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What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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In a recent episode of the Escaping the Drift podcast, host John Gafford sat down with Michael Ruckman, founder and CEO of Centeo, to explore how artificial intelligence is reshaping business—and why organizational transformation must keep pace.
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