Financial Services

So you have a number of possible tools to use in your marketing and customer relationship management.  What next?  Where should you invest and how?  Frankly, I won’t be able to answer that question for you and banking has some industry specific needs.  Instead, I want to focus on examples of engaging the customer and […]

World Class Service, for Free! Those of us in the banking industry that have been around a little while can remember the days when customers routinely paid for the services they consumed.  It seems shocking to the average banking consumer today, but checking wasn’t always free, paying bills meant buying stamps and writing checks(which  they […]

Through this blog series, I have introduced the basic purpose and goals of the process improvement methodology known as Lean Healthcare. We took a look at Lean’s 5 basic principles and its 7 deadly wastes in an effort to help readers begin to understand the key concepts and tools of Lean thinking and how it […]

As of late, I can’t go a day scanning my Google Reader or social media where I don’t see an article about a new mobile payments startup, unique loyalty features, the possibility of retailers coming together to form their version of a mobile payments platform, acquisitions announced, or predictions on which competing technology will come […]

First let me describe the old world: Hire an ad agency and work with them on a campaign focused on television, radio, billboards, print, etc.  You’ll focus the same message in all channels.  It’s a mass market approach and you control what is said about your bank and your brand.  If users have complaints, there […]

CMS has paid out more than $4 billion in Meaningful Use incentive money. I believe this is the catalyst to start healing our healthcare system. Let me explain. The healthcare industry is lagging behind the banking industry about 30 years. When I was in college, I had a checking account with a local bank. It […]

A recent article addressed some of the top challenges facing CIOs in the healthcare industry. Many of these challenges are created by the need to keep up with constantly changing regulations as well as addressing HIPAA security concerns. Here are a few of the top concerns of healthcare CIOs, and how health information technology can […]

  In most industries, governance represents a key and important part of the social world.   I’ve lost track of the number of people whose companies disallowed social interaction of any kind because they fear the capabilities of this new generation of tools.  Many executives fear what will be said about the company.  They wish […]

A 2008 study on CDS (clinical decision support) tools found that while the benefits of CDS technologies are widely understood and accepted by providers, there is still a lack of proactivity in its adoption. An article summarizing the study stated: “For example, Chang said that while CPOE with CDS is now already widely accepted, it […]

As a technology marketer, I thought it was appropriate that I begin my blogging experience with a post about the role of both social media and technology in the financial services and banking industry.  As mentioned in a recent HBR blog post, many traditional forms of marketing have been tossed to the wayside.  In response […]

I’m well aware that my children and grandchildren will never experience some of the activities that defined my youth. Activities like creating mixed tapes, watching a VHS and memorizing friend’s landline phone numbers. But will they ever experience cash and credit cards?  Or will these soon be nostalgic items of the past too?

To coopt a phrase from a popular children’s book and game series, “Where’s Waldo?”  This simple question along with the ever present who, what, when and why, are often answered with inconsistent or incomplete responses in Enterprise data.   As companies have merged, acquired and grown, many times it’s virtually impossible to get an answer to […]