August 2014

How To Set Better Active Management Targets For Your Bank Loan Portfolio

Hedging, Swaps Active Portfolio Management

There is a split between community bank managers on how to best manage loan portfolios in today’s environment. While some take a passive approach, others are attempting to rebalance the credit portfolio for today’s environment, while still others are attempting to rebalance the credit portfolio for tomorrow’s environment. Where your bank falls in this spectrum depends on your view on active bank portfolio management.


How and Why To Measure Customer Satisfaction At Banks

Bank Customer Satisfaction Measurement

Over the past month, we received lots of questions about better defining what we mean when we talk customer satisfaction. Banks use predominately one or more of four key measures. If your bank prides itself on service then it should be tracking satisfaction in some fashion in order to improve. If not, you never really know that your main value proposition is any better or any worse than it was last year or is it any better than your competition.

Banks Will Struggle With Marketing ROI Until They Apply These 3 Function-based Marketing Objectives

Bank Marketing

Most banks think of marketing in terms of channel -  print, digital, radio, in-branch collateral material and so on. While that is one way to think about it, the next time you talk marketing, figure out how much of your limited resources are going to these three functions: 1) New customer acquisition, 2) Retention and 3) Cross-sell. This purpose-driven approach has the advantage of keeping the objective in mind while providing a framework to measure objectives.


What Bank Lenders Need To Know About Time and Credit Risk

Cumulative Bank Loan Default Probabilities

Chances are if you are like most banks you might price a 3, 5 or 10-year loan at the same spread.  If it is a fixed rate loan, maybe you price it off the appropriate Treasury, swap or FHLB index, but that only takes into account interest rate risk. As can be seen in the accompanying graph, based off community bank loan historic performance, credit risk starts off very low the first couple years of a loan, only to ramp sharply up before it starts to plateau around year seven.


The 6 Steps We Are Using To Improve Our Bank’s Customer Service Delivery

Bank Customer Service

At CenterState, we, like many banks are undergoing a customer experience improvement initiative. This is our attempt to make customer service more than just talk and to move it into the realm of strategy. While we are not there yet, we are making progress and have started to work on key areas. One thing that helped us get moving is understanding the six steps to improve performance. For other banks going through the process, we wanted to present our roadmap.


Why it is Time to Update Your Bank’s Logo

Bank Logo Design

When is the last time you updated your logo? Chances are you developed your bank’s logo long before really considering your current growth plan, customer targets, use on social media or application to digital advertising. While your logo may work well for your current customer base, banks now turn their attention to the historic wealth transfer that is on the verge of taking place and must decide on best ways to attract a younger demographic.


Stealing or Retaining Employees During Bank M&A Activity

Human Capital Strategy

Any bank merger announcement comes with the discussion of people, a bank’s most valuable asset. When Bank A acquires Bank B, there is the risk that key staff from Bank B will defect. While both Bank A and Bank B want to retain those key staff, Bank C and D are in the wings waiting to pounce on opportunity. No matter if you are Bank A, B, C or D, there are powerful psychological and economic forces in play that should be understood and managed in order to achieve your goals.


This is Marketing Training That Can Make an Immediate Difference at Your Bank

Bank Marketing

Anybody that finds your bank through a Google search, social media page or another site’s link (like a state banking association) isn’t looking to bank with you. They are looking to gather information, research options or get educated about a particular banking product. If they were interested in banking with you, they would have come directly into a branch or your website. This is an important distinction as banks should be looking at this subset as one of their best sources of leads.