By Jon Hughes and Beth Youra
Ever since the onset of the financial crisis, one message coming from bankers and industry observers has become abundantly clear: It’s tough being a banker today, and it may only get tougher in the future.
In addition to our client work, we conduct our own research on retail banking, investing, affluent clients, and business banking. Since so many of us here spend our time living and breathing financial services, we decided to start this “Focus on Financial Services” series to share our thoughts, opinions, findings, and best practices with you. We will answer questions on diverse topics in critical areas, such as:
- Do retail banks need to redefine their value proposition for customers?
- As channels, products, and customer needs evolve, what will exceptional customer service look like?
- What is the best way for banks to rationalize and evolve their distribution networks?
- What challenges and opportunities are associated with rapid changes in technology and customer behavior?
- How can banks ramp up their sales efforts in smart, sustainable ways?
- What are the challenges and opportunities that smaller banks face?
- Who do businesses turn to for financial advice, and how can banks make sure they are a part of that conversation?
- What do business customers want from their Relationship Managers?
- What do affluent customers value in their investment firms?
- What comprises a good financial planning session for affluent customers?
- Which customers are switching banks and why?
- How should financial services companies manage their employees to meet customers’ evolving needs and preferences?
We invite you to check the Gallup Blog to see the latest posts in our ongoing Focus on Financial Services series. Gallup’s top banking advisers and consultants, who bring with them a wide variety of experiences, backgrounds, and interests, will be sharing data-driven insights and thought-provoking observations for leaders in financial services. We hope you find this series informative and interesting, and we certainly welcome your feedback.
Jon Hughes has specialized in financial services consulting for the past 15 years, working with many of the top 20 U.S. retail banks to design and implement large-scale performance management systems. Jon also serves on Gallup’s financial services practice research team, tasked with leading Gallup’s internal financial services research, analytics, insights, and communication.
Beth Youra specializes in financial services consulting, working with many financial services firms of all sizes and specialties to design and implement large-scale performance management systems. Beth also serves on Gallup’s financial services practice research team, tasked with leading Gallup’s internal financial services research, analytics, insights, and communication.
Labels: banking, Focus on Financial Services