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Posts by Ron Lee

For complaining, the pen is mightier than the tweet

01/30/11

When you have a customer-service issue, are you more likely to call a 1-800 number (and get lost on hold), post a 144 character tweet (in hopes …More...

What’s your bank’s brand position?

12/29/10

Speed? Quality? Location? Price?  Do these value propositions represent one of the 15,000 financial institutions you may bank with? The Financial Brand blog recently summarized the 15 …More...

Office email intrudes on holiday work-family balance

11/29/10

Fess up: Did you check your work email over the recent Thanksgiving holiday? If you did, you’re in good company (although maybe not in the good graces …More...

How The Cloud is Reshaping the Sales Culture at Banks

10/20/10

For years, developing a sales and service culture at the branch level has been regarded as a banking holy grail of sorts. But toss in online channels …More...

Guests Use Cell Phones as Mobile Hotel Room Keys

09/29/10

Lost your hotel room key? At select InterContinental Hotels Group (IHG) properties, guests now can use their cell phones as electronic room keys, or a “mobile-based front-desk …More...

Fighting Fraud on Debit Card Transactions Takes a New Twist

08/30/10

Here’s a message greeting customers of Bonneville Bank in Provo, Utah. “Alert! Due to the high amounts of fraudulent card activity in California, Florida, and Georgia, you …More...

Digital Receipts Coming to Your Inbox Soon

07/27/10

How many times have you purchased something and lost your paper receipt somewhere between the checkout register and your car? New solutions are emerging that will offer …More...

Flying the Friendly Wi-Fi Skies

06/29/10

“The plane has now reached cruising altitude. Wi-Fi is now enabled.” For the gotta-be-connected-now road warriors and travelers, those will be welcome words from the flight deck.  …More...

Online Banking Report Sheds Light on Consumer Sentiment

05/28/10

comScore’s State of Online Banking report reveals a few surprises, not all of them directly related to online banking.  Here are some of the top survey headlines …More...

iPhone App for mobile utilities payments gains energy

05/28/10

Talk about making it easy to pay a bill. California’s Pacific Gas and Electric (PG&E) lets people pay online, by mail, by phone, by automatic deduction, in …More...

iPhone App Helps Sell das Auto

05/20/10

Launching a new car? Forget four-color ads, TV spots, direct mail and the fancy displays at auto trade shows, and instead use a game made for the …More...

Retail Banking Study Shows Decline in Customer Loyalty

05/05/10

“Customer Loyalty and Brand Image Decline among Retail Banking Customers For a Fourth Consecutive Year.”  While that headline of the JD Power and Associates Retail Banking Satisfaction …More...

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