And the Answer Is…

Oboe. For the almost 50 people who guessed, I played the oboe in concert band and glockenspiel in marching band. Thanks for reminiscing with me about your own nerdy times in band and all of your fun responses (I don’t think I could have lifted let alone played a tuba!)

And the winner is Brenda May from Colorado East Bank & Trust – not only was she the first email response I received but the only one who guessed correctly. Bravo!

On another note (ahem) I thought the following McKinsey & Company article may be of interest to you, titled “We’re all Marketers Now.” This quote in particular struck me as very relevant to banking:“At the end of the day, customers no longer separate marketing from the product – it is the product. They don’t separate marketing from their in-store or online experience – it is the experience. In the era of customer engagement, marketing is the company.”

Also, “…stop viewing customer engagement as a series of discrete interactions and instead think about it as customers do: a set of related interactions that, added together, make up the customer experience.”

What this boils down to is that every point of contact with the customer – in person, over the phone, online, at an ATM, using a debit card, etc – at every level and within every delivery channel – is a marketing opportunity gained or a marketing opportunity wasted.

Don’t waste yours. Define how you want every customer to think about your bank and deliver that message at every contact point. As Mr. Lutte also said “a chain is only as strong as its weakest link.”Address the weak links in your customer contact points and strengthen your ability to retain and cross sell your customers.

And thanks again to those who guessed and yes, I’m done quoting Mr. Lutte!

Here’s the full article:

$5 a Month
Larry Lutte
2 Responses to And the Answer Is…
  1. VAT
    December 4, 2013 | 8:37 pm

    Having read this I believed it was extremely enlightening.

    I appreciate you spending some time and energy to put this information together.
    I once again find myself spending a lot of time both reading
    and leaving comments. But so what, it was still worthwhile!

    • loconnell
      December 5, 2013 | 12:28 am

      Thanks Maurine, I’m glad you enjoyed my article. Lauren

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